Release Notes

((OTRS)) Community Edition 4 Patch Level 7

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 31, 2015 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the seventh 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.
  • MySQL: Added check for innodb_log_file_size setting to both the installer and the support data collector in order to make sure it matches the minimum requirements.
  • Improved performance on Article Attachment read from Database.
  • Allow multiline chat feeds; reduced chat request polling frequency.
  • Improved automated scrolling of article table in TicketZoom, if a new active article is not completely visible in the article table.
  • Make sure article data is escaped properly in timeline view.

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#11189 – Go to Dashboard link in No Permissions screen is broken.
  • Bug#11194 – Download button for dashboard stats visible even if no permissions for AgentStats exist..
  • Bug#11104 – Invalid utf-8 parameters not filtered sufficciently.
  • Bug#11072 – DynamicField Filter in AgentDashboard accepts only one value.
  • Bug#10702 – Can’t select customer and/or public interface in AdminACL.
  • Bug#11178 – Undefined variable warning with “Reply to note” in AgentTicketZoom.
  • Bug#11188 – SOAP WSDL TicketGet response is incomplete.
  • Bug#10816 – apache2 with mod_deflate enabled will not start.
  • Bug#11119 – Activity Dialog can’t be hidden if ACL features Action condition in CustomerTicketZoom.
  • Bug#11136 – uninitialized value $RealName line 717.
  • Bug#11106 – Owner type is ignored if set previous owner to blanc in AgentTicketOwner.
  • Bug#11084 – Transition do not store more than one criteria in a condition.
  • Bug#11142 – At times, undefined variable warning in agent interface.
  • Bug#11147 – SLA can not be set over Free Fields Dialog.
  • Bug#11113 – Internal server error at importing with IMAP.
  • Bug#11135 – Use of uninitialized value warning in CustomerCompanyList.
  • Bug#11097 – Generic Agent – Event Delete Icon disappear.
  • Bug#11137 – Installer fails on Oracle.
  • Bug#11133 – Not possible to change customer.
  • Bug#11115 – Error from GenericInterface using SOAP and TicketGet operation.
  • Bug#11134 – TicketAccountedTime dynamic field restriction does not work anymore.
  • Bug#11088 – <OTRS_…> placeholders in mailto-links don’t get replaced, thanks to Thorsten Eckel.
  • Bug#11120 – Logged invalid message at login failure, thanks to Norihiro Tanaka.
  • Bug#11128 – Uninitialized variable warning in dashboard after addition of new dynamic field, thanks to Norihiro Tanaka.
  • Bug#11065 – Transitions based in DynamicFields Multi-Select does not work.
  • Bug#10820 – memory cache does not get updated.

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 7

Release Details

  • Release name: ((OTRS)) Community Edition 4 Patch Level 7
  • Release date: March 31, 2015
  • Release type: patch level