Release Notes: OTRS 4 Patch Level 16


 February 16, 2016 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the 16th patch level release of OTRS 4.


Please note, that from now on we will only officially support versions OTRS 4 and OTRS 5 and following versions.



Release Details

  • Release name: OTRS 4 Patch Level 16
  • Release date: February 16, 2016
  • Release type: patch level



     Bug Fixes

      • Bug#11820 – Match on !~ „int“ for external articles not enough.
      • Bug#11838 – New tabs opened from links in a sandboxed Iframe cannot execute JavaScript.
      • Bug#11829 – Main and ticket menu subentries disappear.
      • Reverted fix for Bug#11709 – In move notification <OTRS_CUSTOMER_BODY> is replaced with ticket comment, not last customer body, since it broke the expected behavior.
      • Bug#11814 – Labels in AgentTicketCompose and AgentTicketEmailOutbound are misaligned.
      • Bug#11817 – SLAID from TicketGet response Article has wrong cardinality in WSDL.
      • Bug#11803 – Got no ProcessEntityID or TicketID and ActivityDialogEntityID!.
      • Bug#11802 – Customer user can get access to all ticket data.

    The detailed ChangeLog can be found at:


     Important for Upgrading

    • From a previous version of OTRS 4:
      • Make sure you run bin/ after the upgrade so that the configuration is refreshed. Otherwise the system may not work.
    • From OTRS 3.3.x: Please consult our admin manual for detailed instructions.


    Browser Support

    • JavaScript is required to use OTRS.

    These browsers are not supported:

    • Microsoft Internet Explorer before version 8
    • Firefox before version 10
    • Safari before version 5

    Please note that OTRS 5 will not support Internet Explorer 8 and 9.

    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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