Release Notes

((OTRS)) Community Edition 5 Patch Level 9

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.

April 05, 2016 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the 9th 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#11957 – Inform agents not working, the agent who is different to owner not received notification.
    • Bug#11836 – Pending date selection impossible due ACL limitation.
    • Bug#11956 – locked tickets for invalid users are not shown in support data collector.
    • Bug#11954 – Can’t handle double quotes as option value in modernized InputFields, thanks to Thorsten Eckel.
    • Bug#11944 – Inline images possible although image functionality is disabled.
    • Bug#11067 – Using a filter breaks the role – agent allocation in the admin interface.
    • Bug#11952 – Generic Interface – TicketUpdate operation – DynamicFields not possible empty value.
    • Follow-up fix for Bug#11560 – Error for connection to cloud on OTRS in a network which outbound access is blocked.
    • Bug#11811 – Error processing mail with incorrectly encoded emoticons.
    • Bug#11939 – Ticket move permission problem.
    • Bug#11894 – Notification to agents with write permissions ignores user roles.
    • Bug#11930 – Error 500 when searching string that ends with “” in AdminCustomerUser.
    • Bug#11937 – Error opening PackageManager.
    • Bug#11528 – Group Name like ‘test::Support::1st Line’ is not possible to use for group restrictions.
    • Bug#11324 – OTRS webservices TicketGet operation returns always all articles.
    • Bug#10117 – Filter in queue view for customer userID shows only customers from given backend.
    • Bug#7301 – Customer can reply to merged tickets, wrong ticket will be reopened.

    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 using 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 9

    Release Details

    • Release name: ((OTRS)) Community Edition 5 Patch Level 9
    • Release date: April 05, 2016
    • Release type: patch level