August 01, 2017 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the 22nd patch level release of OTRS 5s.
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.
- Decreased the default value for the ‘SessionMaxIdleTime’ to two hours and fixed session counting to ignore sessions originating from the GenericInterface.
Important for Upgrading
- From a previous version of OTRS 5:
- Make sure you run bin/otrs.Console.pl 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/DBUpdate-to-5.pl 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
- Reverted fix for Bug#11843 – Notifications tag CUSTOMER_FROM gets replaced by CUSTOMER_REALNAME.
- Bug#12962 – Dynamic fields list values are not update when a state is changed in AgentTicketActionCommon.
- Bug#12932 – Timeline view collides with Ticket::Frontend::ZoomExpand.
- Bug#12912 – Solution Time shows 33 Minutes – even though nothing is configured.
- Bug#12913 – Articles do not load in IFRAME.
- Bug#12734 – Dropdown not considered into TicketSolutionResponseTime Statistic.
The detailed ChangeLog can be found at: https://github.com/OTRS/otrs/blob/rel-5_0_22/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 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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If you do not have an OTRS-ID, you can register for free at https://portal.otrs.com/otrs/customer.pl#Signup
If you don’t want to use the benefits of an OTRS-ID, you may proceed with the Public Download
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