Release Notes

((OTRS)) Community Edition 4 Patch Level 25

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.


September 19, 2017 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the 25th 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 validation in statistic import and export.
  • Decreased the default value for the ‘SessionMaxIdleTime’ to two hours and fixed session counting to ignore sessions originating from the GenericInterface.
  • Removed the config option ‘SessionActiveTime’ and use from now the ‘SessionMaxIdleTime’ for the session limit.

 Bug Fixes

  • Bug#7307 – mixed html/plain e-mail.
  • Bug#13019 – Service translated in AdminSLA overview screen.
  • Bug#13053 – There are no dialogs available at this point in the process is not shown.
  • Bug#13081 – Article field not mandatory if an attachment is added.
  • Bug#13075 – Short description for “pending time” not shown in D.
  • Bug#13083 – OTRS Business Solution Logout Logo is OTRSFree.
  • Bug#13060 – Customer User input field is refocused on click away.
  • Bug#13052 – Explaining text is missing from the New ticket view on the customer interface in case of mandatory texts.
  • Bug#13029 – In the widget of Dashboard the names of agents are displayed not according to the sysconfig.
  • Bug#12971 – AgentTicketMove – Queue list on AJAX update does not honor ListType setting.
  • Bug#13011 – Bad expiry value in a cookie.
  • Bug#13015 – SysConfig: Problem with unknown valid init types in XML configurations.
  • Bug#11512 – ACL Type field restriction on DynamicField change in AgentTicketProcess does not work.
  • Bug#13003 – Statistic shows Out of Office info in agent name.
  • Bug#12871 – TicketACL->_GetChecks fills Param with Ticket values and form ones are lost.
  • Bug#12962 – Dynamic fields list values are not updated when the state is changed in AgentTicketActionCommon.
  • Bug#12932 – Timeline view collides with Ticket::Frontend::ZoomExpand.
  • Bug#12912 – Solution Time shows 33 Minutes – even though nothing is configured.
  • Bug#12913 – Articles do not load in IFRAME.
  • Bug#12734 – Dropdown not considered into TicketSolutionResponseTime Statistic.
  • Bug#12648 – User cache is being deleted every time a user logins and LDAP sync causes a user update.
  • Bug#12918 – Wrong ticket escalation solution time notification.
  • Bug#12930 – Dynamic field headers are not translated in the Small overview.
  • Bug#12931 – Notification of escalated tickets is not displayed in service view.
  • Bug#12881 – Cache FileStorable race conditions provokes “Magic number checking on storable string failed” messages.
  • Bug#12671 – ACL to restrict Status based on InputFields (TicketProperties) not working as expected.
  • Bug#12904 – Ticket::Frontend::CustomerSearchAutoComplete used in CustomerTicketProcess but not in SysConfig available.
  • Reverted fix for Bug#7811 – GenericAgent Search produces inconsistent results.
  • Bug#12865 – Send empty Mail reply without Quote.
  • Bug#12891 – Article Forward creates a wrong Time Stamp in Mail View.
  • Bug#12883 – From parameter in URL for preallocation of a customer is not working if a customer username is already contained in customer ID.
  • Bug#12108 – Kernel::System::EmailParser not fully functional in Entity-Mode.
  • Bug#10683 – Custom column order in dashboard gets mixed after changing the “shown tickets” value.
  • Bug#12560 – Search DynamicField or Condition.
  • Bug#9731 – Reply screen uses only email instead of full customer details.
  • Bug#12892 – CreatedBy-User: No real name in an overview.
  • Follow-up fix for Bug#12703 – dynamic list and dynamic matrix interpret agent/user Userfirstname.
  • Follow-up fix for Bug#12090 – 2-second sleep between email fetching causes bad performance on systems with high email traffic.
  • Bug#12885 – Customer User search shows always only one result.
  • Follow-up fix for Bug#11513 – Out of Office is missing in owner dropdown.
  • Bug#12781 – AdminCustomerCompany allows only one customer company backend.
  • Bug#12890 – Mask New Mail Ticket – signature frame require login.
  • Bug#12854 – ACL Editor shows wrong values.
  • Bug#12808 – Wrong counting in Dashlets for “Ticket in My Queues”.
  • Bug#12816 – GI Ticket operations require time value for Dynamic Fields of type “Date”.
  • Bug#11212 – Validity of customer company has no impact in CIC search.
  • Bug#10681 – Dynamic Field Creation Default Field Order Error.
  • Bug#12752 – Regular expression for dynamic field also affects search.
  • Bug#12835 – Wrong Event in History – ProcessManagement Article Field.
  • Bug#12862 – Queues don’t update when ACL triggers.

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 25

Release Details

  • Release name: ((OTRS)) Community Edition 4 Patch Level 25
  • Release date: September 19, 2017
  • Release type: patch level

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