Release Notes

((OTRS)) Community Edition 4 Patch Level 23

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 28, 2017 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the 23rd 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.




What’s New


  • Improved to really only dump the database if -t dbonly is specified.

 Bug Fixes

  • Bug#12716(PR#1667) – Activity dialog causes an Error in the customer interface. Thanks to S7!
  • Bug#12683(PR#1651) – There is a difference between the key and content display in the Events Ticket Calendar. Thanks to S7!
  • Fixed: Net::SSLGlue issues warnings on modern systems.
  • Bug#12676(PR#1645) – Ticket delete slows exponentially with dynamic fields. Thanks to S7!
  • Bug#12685 – Typos in TicketSearch operation in WSDL.
  • Bug#12678 – DynamicField Date and DateTime only have the default values for 10 years in past and 1 year in future for the search.
  • Bug#12624 – AgentTicketSearch gets broken with very long search templates.
  • Bug#12677 – OTRS breaks with DBD::mysql 4.042.
  • Bug#12669(PR#1641) – ToolBar icon ‘Ticket in my Services’ is shown without access to tickets. Thanks to S7!
  • Bug#12657(PR#1640) – Search result different on DynamicFields if DB is case sensitive. Thanks to S7!
  • Bug#12661(PR#1639) – In overview views, wrong dates are displayed in the Created column. Thanks to S7!
  • Bug#12273 – ACLs do not work if referencing on DF with value 0.
  • Bug#8998(PR#1033) – Empty sender name in response, thanks to Pawel Boguslawski.
  • Follow-up for Bug#12443 – Activity dialog doesn’t check process status before submit.
  • Bug#11880 – TicketSolutionResponseTime – No Values when Solution Time it NOT in use.
  • Bug#12659 – Process editor freezes when “No data found” element is dragged on canvas.
  • Bug#9729(PR#1631) – An article body may be replaced with attachments in AgentTicketZoom. Thanks to S7!
  • Bug#12582 – Select All Checkbox is shown in Ticket Overview screens when a table is empty.

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 23

Release Details

  • Release name: ((OTRS)) Community Edition 4 Patch Level 23
  • Release date: March 28, 2017
  • Release type: patch level