Release Notes

((OTRS)) Community Edition 5 Beta 5

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 29, 2015 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the fifth beta release of OTRS 5.





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


What’s New

  • Updated translations, thanks to all translators.
  • Added SysConfig settings (Daemon::Log::STDOUT, Daemon::Log::STDERR) to control the redirection of standard streams to log files.
  • Added missing SysConfig setting (Daemon::Log::DaysToKeep) to customize the number of days to keep the log files, default to 1 day.
  • Added ‘–force’ option to ‘stop’ action to reduce the time the main daemon waits for its child processes to stop (from 30 secs to 5 secs).
  • Added default values for statistic time field selections instead of max/min values.
  • Added new console command to create customer companies, thanks to babafou.
  • Added the time zone support in the statistics for systems which use UTC as system time and with active TimeZoneUser feature.


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

  • Fixed old log files delete, added mechanism to also delete current log files if they have no content.
  • Bug#10530 – HTML emails not properly displayed (parts missing).
  • Bug#11495 – AdminCustomerUser only shows the first 250 CustomerIDs in dropdown.
  • Bug#11470 – AgentPreferences shows “My Services” even when Ticket::Service is disabled.
  • Bug#11481 – AutoResponse will be sent altough it is set to invalid.
  • Bug#11441 – It is not possible to sort by Owner.
  • Bug#10878 – bulk action for owner change: tickets are not locked.
  • Bug#11283 – Cropped upper part of the column filters.
  • Bug#10984 – Issues when adding customer users using “Customer user” link.
  • Bug#11112 – Number of affected tickets of GenericAgent job via web interface is limited hardcoded.
  • Bug#11307 – Reference to uninitialized value at change of sort order of search result in AgentTicketSearch.
  • Bug#11330 – LogModule::LogFile::Date creates log files ending in single digit.
  • Bug#11387 – TimeZoneUser setting not working within stats.
  • Bug#9744 – In 7 Day Stats, stats displayed in GMT.
  • Fixed a nasty JSON::XS crash on some platforms.
  • Bug#11462 – Article sort order not respected in Print.

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 5

Release Details

  • Release name: ((OTRS)) Community Edition 5 beta 5
  • Release type: beta
  • Release date: September 29, 2015