Release Notes

((OTRS)) Community Edition 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.


 October 20, 2015 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the stable 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.
  • Added new ‘Unformatted’ template for email notification method.


What’s New in OTRS 5


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

      Responsive_Design_OTRS Business Solution™ Phone_Dashboard

      Responsive_Design_OTRS Business Solution™_Phone_Menu_links


    • 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.


  • 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 read only 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 command line 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 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#11566 – Once per day notification setting is not honored if sendmail backend is used under certain circumstances.
  • Bug#11562 – Tickets with status ‘pending auto close -/+’ will be closed as usually, but a ‘Ticket locked out’ notification is sent to agents.
  • Bug#11556 – Searching in input fields does not hide non-matching entries.
  • Bug#11535 – Listed message for disabled languages in ticket notification management, thanks to S7.
  • Bug#11519 – Old message in AgentTicketBounce, thanks to Norihiro Tanaka.
  • Bug#11510 – AgentTicketMove empty by sys config changes.
  • Bug#11255 – Forwarding Templates do not work with rich text disabled.
  • Bug#11260 – Missing translation escalation, thanks to S7.
  • Bug#11467 – ACL does not work with Dest Link in Customer::ModuleRegistration, thanks to S7.
  • Bug#11513 – Out of Office is missing in owner dropdown.
  • Bug#11530 – Some messages are not translatable, thanks to S7.
  • Bug#11544 – Missing Dynamic Field Name in container div class in Customer Interface.

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.



Download the latest release with your OTRS-ID – Your personal all-round account

Your benefits:

  • free promotion specials
  • free access to our knowledge database to solve problems
  • stay informed with our OTRS-Newsletter and manage your newsletter subscription
  • contact us more easily and keep track of your requests

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you do not have an OTRS-ID, you can register for free at

If you don’t want to use the benefits of an OTRS-ID, you may proceed with the Public Download


Professional Services

OTRS Group, the source code owner, provides world-wide enterprise support, consulting and engineering including process design, implementation, customization, application support, and fully managed service.


Get professional service and support


Community Support

Leverage the various OTRS Community sources to get involved:

Release Name:

((OTRS)) Community Edition 5

Release Details

  • Release name: ((OTRS)) Community Edition 5
  • Release type: stable
  • Release date: October 20, 2015