Release Notes

((OTRS)) Community Edition 5 Patch Level 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.


 December 15, 2015 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the 5th patch level release of OTRS 5.






Please note, that from now on we will only officially support versions OTRS 4 and OTRS 5 and following versions.


What’s New

  • Updated translations, thanks to all translators.


Important for Upgrading

  • From a previous version of OTRS 5:
    • Make sure you run bin/ Maint::Config::Rebuild after the upgrade so that the configuration is refreshed. Otherwise the system may not work.
    • If you upgrade from OTRS 5 Patch Level 2 or earlier, please run scripts/ once during the upgrade to fix possible issues with dysfunctional notification tags.
    • If you upgrade from OTRS 5 Beta 5 or earlier, you should manually update all ticket notifications that are set to be shown in agent preferences. In the ticket notification management admin screen for each notification, scroll down to “Notification Methods” and check the “Send by default” checkbox from the “Email” section on each notification.
      • Background information: “Send by default” is a new feature introduced in OTRS 5 RC1 that adds a new layer of control to administrators to decide if an enabled notification method is used by default or not if an agent has not directly specified this preference. This option is now set by default on new systems or upgrades.
  • From OTRS 4.x: Please consult our admin manual for detailed instructions.


Bug Fixes

  • Bug#11721 – $Self->{Debug} is not passed to frontend modules.
  • Bug#10266 – Time Units can not be displayed and used in process Activity Dialogues.
  • Follow-up fix for Bug#11625 – Daemon tasks error messages does not show the task name.
  • Bug#11652 – Jobs from the GenericAgent Config file use wrong ticket limit.
  • Bug#11680 – Error in support data collector.
  • Bug#11666 – Problem Creating DynamicField For Article and Including It on an Activity Window.
  • Bug#11712 – Sysconfig validation fills newly added field with default value.
  • Bug#8511 – – Use of uninitialized value in substitution iterator at 1028.
  • Bug#11096 – action URL overwrites permission settings thanks to S7.
  • Bug#11709 – In move notification <OTRS_CUSTOMER_BODY> is replaced with ticket comment, not last customer body, thanks to S7.
  • Bug#11708 – Missing Ticket Escalation cron task.
  • Bug#11700 – IE is closing popup directly after opening it.
  • Bug#11686 – Signature Management does not keep an inserted image when editing the source HTML.
  • Bug#9074 – No owner restriction via ACL using Frontend -> Action.
  • Bug#11694 – Various errors in GenericTicketConnectorSOAP.wsdl file, thanks to Cyrille Bollu.
  • Bug#11692 – Typo in (Attibutes).
  • Bug#11393 – ACL not hiding Process NavBar link when Type is Menu.
  • Bug#11574 – Dashboard – Queue – Attributes of the Widget are not used in the ‘Tickets in my Service’ view.
  • Bug#11605 – New ticket notification names are not translated in agent preferences.
  • Bug#9061 – Initial queues are set to “Ticket lock after follow-up: yes”.
  • Bug#11663 – View type not saved to UserPreferences in AgentTicketZoom.
  • Bug#11688 – Maint::Session::ListExpired shows wrong message.
  • Bug#9152 – Event based notification with attachments does not quote article content.

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 Patch Level 5

Release Details

  • Release name: ((OTRS)) Community Edition 5 Patch Level 5
  • Release date: December 15, 2015
  • Release type: patch level