Release Notes

((OTRS)) Community Edition 4 Patch Level 3

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.


 December 16, 2014 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the third patch level release of OTRS 4.

Please note, that from now on we will only officially support versions OTRS 3.3 and OTRS 4.





What’s New

  • Updated translations, thanks to all translators.

Click here to read what’s new in OTRS 4


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.



Bug Fixes

  • Bug#10935 – “bin/” not working any more.
  • Bug#10868 – Impossible to remove filter in dashboard-block when no tickets are found.
  • Bug#10904 – Upon entering CIC, search only returns hits during the first search.
  • Bug#10873 – Agent names sorted incorrectly in AgentTicketSearch.
  • Bug#10944 – Multiple selection in Tree Selection also affects filtered elements.
  • Follow-up fix for Bug#6284 – Problem with unicode characters when using FastCGI.
  • Bug#10899 – SplitQuote in WYSIWYG editor creates unnecessary empty quote line when splitting quote at end of line.
  • Bug#10830 – Textarea Limitation in Generic Agent.
  • Bug#10914 – Migration issue to 4.0.1 (mssql).
  • Bug#10920 – ProcessManagement: Deleting Activities from canvas does not update process layout.
  • Bug#10801 – Editor is extremely slow with large articles.
  • Re-added possibility to have a custom RSS feed in Agent Dashboard.
  • Enhanced Permission Checks in GenericInterface Ticket Connector.
  • Bug#10926 – Missing
  • Follow-up for Bug#10613 – Fixed the problem with calling TicketGet() twice.
  • Bug#10922 – There is no automatic wildcard search in AdminCustomerCompany by default.
  • Bug#10929 – Twice rewrap body in CustomerTicketZoom.
  • Show only services assigned to the customer user in customer ticket search (configurable).
  • Bug#10932 – JS error if no entry in queue list.
  • Bug#10634 – ProcessManagement: Can not use an arbitrary email address as a CustomerUser.
  • Bug#10901 – Database Update to
  • Bug#10917 – Wrong messages for password reset.
  • Bug#10916 – Missing values AgentTicketEscalation / Localize function call does not work.
  • Bug#10897 – PDFs don’t open in browser.
  • Bug#10839 – ACL cannot set possible TicketType in AgentTicketPhone and AgentTicketEmail.
  • Bug#10776 – Medium and Large view don’t indicate active filters.
  • Bug#10808 – Set of pending time is not working at all in Frontend::Agent::Ticket::ViewNote.
  • Bug#10843 – Adding Queue’s with same name in AdminQueue leads to SQL error message.

The detailed ChangeLog can be found at:


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 to use 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 3

Release Details

  • Release name: ((OTRS)) Community Edition 4 Patch Level 3
  • Release date: December 16 2014
  • Release type: patch level