Release Notes

((OTRS)) Community Edition 5s Patch Level 28

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.

June 12, 2018 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the 28th 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.

    Important for Updating

    • 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 Patchlevel 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.


    What’s New

    • Renamed ‘OTRS Free’ to ‘((OTRS)) Community Edition’.

    Bug Fixes

    • Bug#13824 – Search conditions in AdminProcessManagement are resetted.
    • Bug#13889 – Postmaster filter value limit is 100 characters in frontend.
    • Bug#13868 – Customer User Title is not translated.
    • Bug#13142 – Error The given param ‘QueueIDs’ is invalid or an empty array reference.
    • Bug#13826 – Queue Names are translated (but should not).
    • Bug#13846 – Ticket invoker base module does not use modernized fields.
    • Bug#13795 – Transition Action ‘TicketTitleSet’: Tag of a dyn. field type ‘date’ display the time, too.
    • Follow-up for Bug#7988 – Search attributes not consistent.
    • Bug#12864 – Hang in my_readline (updated Net::HTTP).
    • Bug#12994 – Merge Tickets with same linked objects causes error.
    • Bug#13831 – Invalid Web services are still working.
    • Bug#13805 – Distribution OpenBSD is not recognized by support data collector.
    • Bug#11132 – Loss of attached files with long Cyrillic names.
    • Bug#13554 – Non-allowed characters in attachment file names.
    • Bug#13794 – Missleading label that customer can be recipient of notifications as group recipient.
    • Bug#13750 – Process Widget Group not Translatable.
    • Bug#13739 – Wrong Sysconfig descriptions for public interface.
    • Bug#13734 – Set the last valid Status Merge to invalid is allowed.
    • Bug#13717 – AgentTicketService can slow down a system, when having many services and many agents working on there.
    • Bug#10709 – ACL for Action AgentTicketBulk are inconsistent.
    • Bug#5562 – Options configured in Sysconfig aren’t used untill a restart of OTRS when deployed on FastCGI.
    • Bug#13537 – Changing customer user doesn’t update the Customer Information box.
    • Bug#13723 – Wrong navigation group for Ticket::Frontend::CustomerTicketProcess###StateType.
    • Bug#13718 – CacheTTLLocal setting for the TicketQueueOverview Dashboard Widget is not used.
    • Bug#13673(PR#1899) – Mandatory fields are not marked as mandatory. Thanks to Balazs Ur.
    • Bug#7988 – Search attributes not consistent.

    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 5s Patch Level 28

    Release Details

    • Release name: ((OTRS)) Community Edition 5s Patch Level 28
    • Release date: June 12, 2018
    • Release type: patch level