Release Notes

((OTRS)) Community Edition 4 Patch Level 26

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.


November 21, 2017 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the 26th 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 handling of spell checker.

Bug Fixes

  • Bug#13206 – Dashboard does not detect expired sessions.
  • Bug#11165 – Agent list for Owner and Responsible fields in bulk screen is different.
  • Bug#13130 – Broken From-Header in auto response.
  • Bug#13241 – Index for fulltext search not created when body empty or contains only stopwords.
  • Bug#13142 – Error The given param ‘QueueIDs’ is invalid or an empty array reference!.
  • Bug#13162 – In the settings of Agent’s personal profile drop down field of “Screen after new ticket” view is in English.
  • Bug#13167 – Unnecessary error message for invalid month in SysConfig.
  • Bug#13222 – Missing QueueID in AgentTicketPhone causes ACL error during the creation of a ticket.
  • Bug#13212 – Queue filter in dashboard not working for “Tickets in My Queues”.
  • Bug#13244 – Visibility issues when hovering over “No data found.” row.
  • Bug#12832 – Sort options for SOAP will not be saved.
  • Bug#13065 – Creation of note by Transition Action not working if no Article has been created before.
  • Bug#13092 – ChangeTime of target ticket not updated on ticket merge.
  • Bug#13204 – Error when copying ACL.
  • Bug#13214 – AgentTicketSearch Parentheses in CustomerID are not escaped.
  • Bug#13178 – Freely selectable feature package list does not honor user language.
  • Bug#13205(PR#1849) – No TreeView Queue selection in AgentTicketActionCommon after AjaxUpdate, thanks to Thorsten Eckel.
  • Bug#13010 – ACL does not trigger on a change of a dynamic field checkbox.
  • Bug#13152 – TicketCreate log entry if Service is used for unknown customer.
  • Bug#13173 – Not needed mandatory stats object module function in ‘ObjectModuleCheck’.
  • Follow-up for Bug#13083 – OTRS Business Solution Logout Logo is OTRSFree.
  • Bug#13086 – Owner is resetted in AgentTicketFreeText if moved to another queue.
  • Bug#13088 – EscalationTime shows in seconds in CSV export.

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 26

Release Details

  • Release name: ((OTRS)) Community Edition 4 Patch Level 26
  • Release date: November 21, 2017
  • Release type: patch level

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