((OTRS)) Community Edition 5 RC1

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.
• Stats::Dynamic::TicketList: Add ‘NumberOfArticles’ ticket attribute. Thanks to Elias Probst.

What’s New in OTRS 5

1. PRODUCTIVITY

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

  

  

   

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

  

  

   

• 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.

  

  

• 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”

    

    

    

• 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.

2. SCALABILITY & PERFORMANCE

• 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.

3. SECURITY

• 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).

4. WORKING WITH EXTERNAL SYSTEMS

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

5. INSTALLATION & ADMINISTRATION

• 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/otrs.RebuildConfig.pl after the upgrade so that the configuration is refreshed. Otherwise the system may not work.
• From OTRS 5 Beta5:
  • Set the “Send by default” check from Email notification method, in all ticket notifications that are set to be sown in the agent preferences.
• From OTRS 4.x: Please consult our admin manual for detailed instructions.

Bug Fixes

• Bug#11541 – Wrong HTML quoted on text sending 2 or more notifications.
• Bug#11517 – Error in password of customer user is blank with Oracle Database, thanks to Norihiro Tanaka.
• Bug#11527 – Validation highlights wrong field.
• Bug#11523 – Attachments from a selected template disappear when add another attachment.
• Bug#11532 – Error messages generated by DBUpdate-to-5.pl.
• Bug#11531 – uninitialized value $identifier in DBUpdate-to-5.pl.
• Bug#11524 – HTMLUtils::Truncate() dies if string contains an utf8 character that needs more than 2 bytes.
• Bug#11471 – Generic Agent: Select fields can not be unset.
• Bug#11525 – Wrong HTML quoted on notification for ticket created from plain text email.
• Bug#11486 – endless recursion if sub module of Layout is buggy.
• Bug#11514 – Unable to use bulk action in mobile mode.
• Bug#11507 – No ticket event notifications with out of office enabled, but not within ooO timeframe..
• Bug#11516 – Pending time will be ignored in the console command for the pending auto close check.
• Bug#11515 – Ticket notifications sends the content of the previous notification on the same event.
• Bug#11078 – Extra newline is inserted in the text wrapping.
• Bug#8220 – OutOfOffice does not check if end date is before start date.
• Bug#11317 – When service is mandatory in customerfrontend – error occurred!.
• Bug#11196 – “Created by” detail missing in PDF print.
• Bug#11352 – Wrong behaviour of AdminCustomerUser::RunInitialWildcardSearch.
• Bug#11496 – Search field shown even if type and service disabled.
• Bug#11152 – Ending of daylight saving time caused system collapse.
• Bug#11315 – subservice not apparent in overview when many services are in the list.
• Bug#4661 – stored searches are lost after changing the username of an agent or customer.
• Bug#11457 – Agent language preference select field is not translated.
• Bug#11502 – DynamicField based ACLs does not work in AgentTicketPhoneCommon.

The detailed ChangeLog can be found at: https://github.com/OTRS/otrs/blob/rel-5_0_0_rc1/CHANGES.md.

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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