Release Notes

((OTRS)) Community Edition 4 Patch Level 22

OTRS Group, the world’s leading provider of the OTRS service management suite, including the fully managed OTRS solution and the ITIL® V3-compliant IT service management software OTRS::ITSM.


March 07, 2017 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the 22nd patch level release of OTRS 4.


Please note, that from now on we will only officially support versions OTRS 4 and OTRS 5 and following versions.




 Bug Fixes

  • Bug#12628(PR#1623) – Sorting of columns in Dashboard-Ticket-Widgets is toggling with every refresh of the widget. Thanks to S7!
  • Bug#12487 – Statistic with a ‘+’ in the CustomerId doesn’t work.
  • Bug#12595 – Not able to search for tickets at customer portal with brackets within login name.
  • Unified the search from text and textarea dynamic fields (bug#12118).
  • Bug#12596(PR#1625) – AgentTicketQueue articles are not displayed properly. Thanks to S7!
  • Bug#12443 – Activity dialog doesn’t check process status before submit.
  • Bug#8853 – Hardcoded Priority and State in bin/
  • Bug#12555 – Deleting tickets via GenericAgent does not remove tickets completely (immediately?).
  • Bug#12564 – Values that belong to the checkbox, appear in English in the statistics settings.
  • Bug#12558(PR#1603) – Filtering of “Available Columns” in Allocation List is not working well when columns are changed. Thanks to S7!
  • Bug#12606 – In LinkObject module the class names are not translated even if they are translated in the language file.
  • Bug#12583 – Superfluous block end directive in footer template.
  • Bug#12588 – Unicode characters crash Postmaster with error.
  • Bug#10918 – Reducing available processes by ACLs not possible.
  • Bug#12533 – Setting a Dynamic Field to = 0 in a activity dialogue does not set the value but deletes it.
  • Bug#12577(PR#1606) – Select All Checkboxes in Ticket Overview screens. Thanks to S7!
  • Bug#12547 – System maintenance arranges notes in time order.
  • Bug#12529 – Notifications break AgentTicketBulk.
  • Follow-up fix for Bug#11810 – <OTRS_TICKET_State> not translated to spanish when answering from AgentTicketZoom screen.
  • Bug#12543 – Missing header and footer after file upload in CustomerTicketProcess.
  • Bug#4512 – HTMLUtils ToAscii forces line breake on fixed line-length 78.
  • Bug#12536 – It’s possible for an GenericAgent task to be submitted multiple times and depending on the jobs configuration, lead to a Denial of Service.

The detailed ChangeLog can be found at:


 Important for Upgrading

  • From a previous version of OTRS 4:
    • Make sure you run bin/ after the upgrade so that the configuration is refreshed. Otherwise, the system may not work.
  • From OTRS 3.3.x: Please consult our admin manual for detailed instructions.


Browser Support

  • JavaScript is required to use OTRS.

These browsers are not supported:

  • Microsoft Internet Explorer before version 8
  • Firefox before version 10
  • Safari before version 5

Please note that OTRS 5 will not support Internet Explorer 8 and 9.

We recommend using the latest version of your browser because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.



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Release Name:

((OTRS)) Community Edition 4 Patch Level 22

Release Details

  • Release name: ((OTRS)) Community Edition 4 Patch Level 22
  • Release date: March 07, 2017
  • Release type: patch level