Release Notes: OTRS 6 Patch Level 20


July 12, 2019 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the 20th patch level release of OTRS 6.



Release Details

  • Release name: OTRS 6 Patch Level 20
  • Release date: July 12, 2019
  • Release type: patch level

Security Issues

New Features in ((OTRS)) Community Edition 6


  • Implemented proper time zone support. Time zones can be configured system wide and also on a per-user basis.
  • Improvements to ticket handling
    • Added possibility to store unfinished ticket forms as drafts for later reuse
    • Completely revamped ticket zoom screen, with a fresh new design with an accent on content. User avatars have been introduced as a visual aid for easier identification of the article sender. Article display settings are now displayed in a settings dialog.
    • Dropped dubious and somewhat confusing article types, and introduced the concept of communication channels as the source for ticket articles (e.g. Email, Phone, Chat, etc). Customer visibility of articles can now be determined by a simple checkbox.
    • Improved AgentTicketHistory screen usability.
    • Merged the add-on module OTRSAdvancedTicketSplit. Now it’s possible to select to which kind of ticket an article should be split: phone (default), email or process ticket. For process tickets, additional selection of specific process will be provided. However, only those fields which are configured in the first activity dialog will be adopted from original ticket.
    • Added support for ticket number and title search in ticket merge and bulk screens. Autocomplete list can be used to populate the ticket number field with a single click, therefore speeding up the process and limiting room for error. In the ticket merge screen, there is also a CustomeriD search filter option, which will limit the results to tickets belonging to the same customer company as the source ticket.
    • Split last sender and ticket title columns in ticket overviews.
    • It’s now possible to access all supported article actions directly from large ticket overview screen.
    • Ticket search and statistic can now filter for pending until time.
    • Added possibility to restrict zoom and print screens in the customer interface by using ACLs.
    • The used search template is now shown on the ticket search result screen.
    • Added possibility to automatically lock new tickets to the agent who creates them.
    • Added possibility to send notifications to the agent who created a ticket, thanks to Dian Tong Software.
    • Make it possible to configure which ticket state types to show striked through in the linked objects table, thanks to Renée Bäcker.
    • Made possible to define ServiceIDs and SLAIDs as default shown ticket search attributes, thanks to Paweł Bogusławski.
    • Merged the add-on module OTRSTicketCloseRedirect. It is now possible by a new SysConfig setting to stay in Ticket Zoom after an action that closes the ticket instead of being redirected to the last overview screen or dashboard. This is now controlled by the new SysConfig setting “Ticket::Frontend::RedirectAfterCloseDisabled”.
    • Merged the add-on module OTRSUserDefaultQueue, With a new SysConfig setting now it is possible to pre-select a queue to create a ticket in the New Phone, Email, and Process ticket scr
  • Improvements for working with customers
    • Added dynamic field support for customer users and customers. This makes it possible to attach additional data fields to customer users and customers (companies) without making manual changes to the database.
    • Modernized the OTRS address book. It is now possible to search for all configured custom user and customer fields.
    • Added the Customer User Information Center front end. This works like the existing Customer Information Center but focuses on all data of one particular customer user, rather than a complete customer (company).
    • Improved the selection of customers in various screens by adding autocomplete fields.
  • Added support for proper Chinese name formatting, thanks to Dian Tong Software.
  • Custom spell checker was removed in favor of using the built-in spell checker features of the different browsers.
  • Email articles now support display of their transmission status in the agent zoom screen. Messages with errors will be flagged as such, and automatic notifications will be triggered for relevant agents. Useful email resend screen can be used to resend failed messages.
  • Added option for dashboard widgets to mark them as mandatory. With this feature, administrators have the ability to configure dashboard widgets that can’t be disabled by the agents individually.


  • Added drag & drop multi file upload for agent and customer interface.
  • Added a high contrast skin for visually impaired agents.


  • Improved session storage to no longer include permission information. This should result in significant performance gains for systems with many agents and groups.
  • Moved ticket number counter from the TicketCounter.log file to the database. This allows OTRS to process incoming e-mails much faster and in parallel.
  • Improved web upload cache performance, thanks to Pawel Boguslawski.
  • Improved Generic Agent performance at deleting old execution times. Thanks to Moritz Lenz @ noris networks!


  • Made bcrypt cost configurable for agent and customer password hashing, thanks to Pawel Boguslawski.


  • Web service improvements
    • Added support for additional response headers in REST and SOAP provider configuration.
    • Added possibility to filter for events before calling Invokers
    • Added the possibility to include the ticket data in web service response data.
    • Added automatic cleanup of old web service debug log information.
    • Added new operations TicketHistoryGet and SessionGet.
    • Updated default web service configurations.
    • Improved Authentication, Proxy and SSL handling in SOAP and REST transport.
    • Improved usability of debugger.
    • Added SOAPAction naming flexibility.
    • Improved SOAP output generation.
    • Prevent usage of invalid web services in provider.
    • Globally changed wording from ‘webservice’ to ‘web service’.
    • Added error handling to the Generic Interface.
    • Improved XSLT mapping functionality.
  • Email improvements
    • Added possibility to configure default headers for outgoing emails (Sendmail::DefaultHeaders), thanks to Renée Bäcker.
    • Added possibility to use multiple named captures in Postmaster filters, thanks to Renée Bäcker.
    • Added possibility to set the ticket title in Postmaster filters, thanks to Renée Bäcker.
    • Add support for setting owner and responsible via filter also for follow-ups, thanks to Renée Bäcker.
    • Make it possible to re-enable auto responses from Postmaster filters by setting X-OTRS-Loop to no/false, thanks to Pawel Boguslawski.
    • All email communication is now being queued for sending and handled by dedicated scheduled daemon task. In case of errors, multiple retries will be scheduled, in order to alleviate temporary problems.
  • Added possibility to add an external link to the action menu in AgentTicketZoom, thanks to Pawel Boguslawski.


  • Renewed system configuration mechanism including a totally new graphical user interface.
    • Added possibility to review changes before they are effective
    • Exclusively edit settings, so other administrators cannot change the same setting at the same time.
    • Added possibility to define favorite settings for quick access.
    • Added new console commands to display and update setting values (Maint::Config::Dump and Maint::Config::Rebuild).
    • Added possibility to distribute configuration states to all nodes in a cluster environment.
  • Renewed main administration screen.
  • Added SHA-512 as new password digest method to agent and customer authentication.
  • Added support for multi-tiered customer and customer user relationships.
  • Added the possibility to use the autocomplete search for the customer ID selection in the user management frontend.
  • Improved command Maint::Ticket::InvalidUserCleanup. It can now both unlock tickets of invalid users and also (optionally) change their state to make sure they will not be overlooked.
  • Thanks to Moritz Lenz @ noris networks!
  • Added per-address email loop protection configuration (PostmasterMaxEmailsPerAddress), thanks to Moritz Lenz.
  • Added console command to list configured queues, thanks to Martin Burggraf.
  • Added completely new log mechanism for email communications. The dashboard-like display allows administrators to quickly see what might be wrong in their system regarding receiving and sending emails. Account overview can be used to determine which email accounts might be having issues and why. Detailed logging should help to figure out how an email was processed by the system before ending up in a specific ticket.


  • Added the possibility to push data directly from Perl code to JavaScript without having to embed it into templates.
  • Added the possibility to translate strings directly in JavaScript files.
  • Introduced a new client-side JavaScript templating mechanism. Developers can define and use templates based on nunjucks to render content on the client side.
  • Added a new mechanism to autoload Perl files to override existing functionality from custom packages.
  • Make it possible to search for empty dynamic fields via the TicketSearch API (also via GenericInterface), thanks to Rolf Schmidt and Moritz Lenz.
  • Modularized AgentTicketZoom with a small widget system. It is now possible to add custom widgets without changing the existing files. Thanks to Moritz Lenz @ noris networks!


What’s New

  • Improved value masking in tag replacement method.
  • Updated translations, thanks to all translators.
  • Reply-To overwrites name from customer backend, thanks to Georgeto (PR#[1974](
  • Improved session ID handling in templates.
  • Added new console command Dev::Code::CPANAudit. It scans the system for installed CPAN modules with known vulnerabilities. This will also be done as part of the update script and in the support data collector. In both cases, possible findings will be shown as warnings, not errors.

Bug Fixes

  • Bug#14540 – Agent interface is broken after update from OTRS 6.0.17 and OTRS 7.0.7. In the OTRS 6.0.18 and OTRS 7.0.7, third-party library jquery.jstree.js was updated to 3.3.7. Therefore, default value of the setting Loader::Agent::CommonJS###000-Framework was changed. If adminstrator changed this setting manually, system uses that value instead of the new default. Since this value refers to the wrong path (most likely to the 3.3.4), JavaScript is not loaded properly in the Agent (and Admin) interface.
  • Bug#14578 – Login area is out of screen in responsive mode.
  • Bug#14594 – New notification screen has English text block although EN is not active and it can not be removed.
  • Bug#14592 – Wrong HTML handling of agent names in autocomplete field. When some special characters are used (like quotes), autocomplete results might be wrong.
  • Bug#14534 – S/MIME certificate relations don’t get removed in both directions. If we have relation between private key and certificate and then we delete private key, relation is deleted as well. If we delete certificate, relation is not deleted (but this is not visible in the GUI). Afterwards, errors occur when signing emails.
  • Bug#14588 – Server side validation breaks process management administration screens. There was a problem with JavaScript reinitialisation on screens after server error.
  • Bug#12334 – Net::SSLGlue issues warnings on modern systems. System will use Net::SSLGlue::SMTP only on systems with older Net::SMTP modules that cannot handle SMTPS.
  • Bug#13727 – Admin::Config::Update lacks possibilities to reset / invalidate settings. Extended console command Admin::Config::Update, it accepts additional parameters (–reset and –valid).
  • Bug#14585 – ArticleLimit parameter causes wrong response of TicketGet web service operation. If ArticleLimit is set to 10 for example and we have ticket with 3 articles, web service returns 10 articles (3 regular and 7 empty).
  • Bug#14586 – Wrong number of tickets in TicketQueueOverview screen.
  • Bug#14583 – The statistics can not be downloaded from the agent dashboard.
  • Bug#14557 – Webservice debug log does not honor selected agent timezone.
  • Bug#14542 – Date values for escalation times are not localized in ticket small overview.
  • Bug#14554 – Link preview for dynamic fields does not work for date fields in the agent interface.
  • Bug#14419 – Resize issue with dashboard stats sidebar widget. When dashboard widget is shrinked, graphs are scaling as intended. After extending the widget, graph doesn’t extend, it remains shrinked.
  • Bug#14556 – CustomerTicketSearch screen adds error log entry when calculating pagination parameters.
  • Bug#14555 – Ticket view screens add error log entry (uninitialized value in concatenation).
  • Bug#14478 – Wrong console command ‘Maint::Ticket::FulltextIndex’ description. It’s not possible to use both parameters at the same time (–status –rebuild) – description was updated.
  • Bug#14488 – New note notification is not sent if agent does not have both ro AND note permission on the queue. With this fix in place, inform agent selection contains only agents with ro permission.

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 11
  • Firefox before version 31
  • Safari before version 6

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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