Release Notes

((OTRS)) Community Edition 5 Beta 2

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.


 August 18, 2015 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the second beta release of OTRS 5.





What’s New

  • Added funnel icon to “Filters” button on input fields when the list values is using a filter, thanks to Dusan Vuckovic (Mühlbauer).
  • Added new parameter “ExpandFilters” to Layout::BuildSelection() to show input fields filters list by default when values list is shown, thanks to Dusan Vuckovic (Mühlbauer).
  • Added support to activate filters by default in input fields, thanks to Dusan Vuckovic (Mühlbauer).
  • Removed external commands execution capability from scheduler daemon Cron tasks.
  • Added fetchmail wrapper.
  • Added possibility to execute as root.
  • Added for backwards compatibility.


What’s New in OTRS 5


  • OTRS is now optimized for use on different types and sizes of mobile devices.

    5beta1 - Responsive1

    5beta1 - Responsive2

  • Single-select and multi-select input fields have been modernized and provide advanced searching and filtering capabilities (thanks to Dusan Vuckovic at Mühlbauer).

    5beta1 - Field Input1

    5beta1 - Field Input2

  • Images can now be added/uploaded to the WYSIWYG editor using Copy&Paste and Drag&Drop from anywhere outside the application (in all browsers, without additional Add-On).
  • Improved ticket notification system. It is now possible to configure own ticket notifications with own trigger conditions and recipients. With OTRS Business Solution™, notifications can also be delivered via SMS and/or Notification Web View. The latter is a special screen in OTRS that holds all notifications of the agent; with this OTRS can be used entirely without an email client.

    5beta1 - Ticket Notification

    5beta1 - Ticket Notification2


  • Statistics received a new graphical user interface which is much better accessible and helps to create great statistics quickly and easily.
    • Additionally, statistics support the new time periods “quarter” and “half-year”

      5beta1 - Statistic

      5beta1 - Statistic2

      5beta1 - Statistic3

  • It is now possible to group action menu items in the ticket zoom screen. Less often used items can be grouped in a submenu, improving screen usage and clarity.
  • Ticket overviews can now display customer company data, thanks to Renée Bäcker.
  • The ticket process TransitionAction “TicketCreate” can now create tickets without articles.


  • The new OTRS Daemon handles all asynchronous and periodic tasks and replaces all previous OTRS cron jobs. In a clustered environment the load is automatically distributed over the nodes.
  • It is now possible to specify multiple readonly mirror (slave) databases for expensive computations such as statistics or fulltext searches to distribute the load among these database servers.


  • A new two-factor authentication layer allows added login security.
    • If entering a fixed username and password doesn’t satisfy your requirements, you can now additionally use the open standard for time based one-time passwords (RfC 6238, also known as Google Authenticator).
    • After having enabled the two-factor authentication, agents and customers can add a shared secret to their preferences and immediately start logging in using one-time passwords created by a compatible method of their choice (e.g. the Android Google Authenticator app).


  • A new XSLT based GenericInterface mapping module allows for arbitrarily complex user-defined data mapping.


  • The new OTRS console makes working on the commandline easy and fun. All commands have a consistent interface, useful documentation and provide helpful colored output.
  • Administrators can now specify a minimum log level to reduce logging volume, thanks to Renée Bäcker.
  • Overview screens in the admin area now show invalid entities in gray, making it easy to focus on active elements


Important for Upgrading

  • From a previous version of OTRS 5:
    • Make sure you run bin/ after the upgrade so that the configuration is refreshed. Otherwise the system may not work.
  • From OTRS 4.x: Please consult our admin manual for detailed instructions.


Bug Fixes

  • Bug#11413 – Responsible list is not filled in AgentTicketResponsible.
  • Bug#11429 – New input fields duplicate values show duplicate names when selected, thanks to Dusan Vuckovic (Mühlbauer).
  • Bug#11427 – Wrong sorting for modernize input fields without a alphanumeric sorting, thanks to Dusan Vuckovic (Mühlbauer).
  • Bug#11419 – Selection of multiple values of Multiselect DynamicFields in AgentTicketPhone is not possible due AJAX refresh, thanks to Dusan Vuckovic (Mühlbauer).
  • Bug#11420 – New input fields are wider that expected when they are in the sidebar.
  • Bug#11418 – Input fields in AgentTicketEmailOutbound are not consistent with other screens, thanks to Dusan Vuckovic (Mühlbauer).
  • Followup for Bug#11367 – timezone in time stamps of outgoing mails is always UTC.

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 10
  • Firefox before version 10
  • Safari before version 5

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 5 Beta 2

Release Details

  • Release name: ((OTRS)) Community Edition 5 beta2
  • Release type: beta
  • Release date: August 18, 2015