Release Notes

Release Notes: OTRS Help Desk 3.1.19

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.

January 28, 2014 — OTRS, the world’s leading provider of open source Help Desk software and ITIL® V3 compliant IT Service Management (ITSM) software, today announces the patch level release OTRS Help Desk 3.1.19.


Important for Upgrading

  • From OTRS 3.1.x:
    • Make sure you run bin/ after the upgrade so that the configuration is refreshed. Otherwise the system may not work.
    • Please note that for upgrades from 3.1.0.beta1 or 3.1.0.beta2, an additional database upgrade step is needed (see UPGRADING)!
    • If you upgrade from a version before 3.1.6 AND use OpenSSL 1.x to encrypt/sign your emails with S/MIME, you need to refresh the password and certificate file names (see UPGRADING).
  • From OTRS 3.0.x: Please read the UPGRADING and INSTALL files for detailed instructions.

Security Issues

Bug Fixes

  • Bug#10158 – Missing quoting in State::StateGetStatesByType().
  • Bug#10099 – Missing challenge token checks on customer interface.
  • Bug#8489 – setting Tickets per page resets AgentTicketQueue.
  • Bug#9661 – Useless code in DynamicField backend.
  • Bug#9622 – Actions in Small ticket overview don’t work when cookies are turned off.
  • Bug#9541 – Package manager cannot use https proxy.
  • Bug#9594 – No auto-reply sent with multiple From addresses in AgentTicketPhone on PostgreSQL and Oracle.
  • Bug#3434 – Validity of search time frame not checked by OTRS.
  • Bug#9596 – On merge and bounce screens is confusing when fill or not ‘To’, ‘Subject’ and ‘Body’ fields.
  • Bug#9595 – Incomplete page reload handling in merge and bounce.
  • Bug#3007 – CheckMXRecord and CheckEmailAddresses have no effect on AgentTicketBounce.
  • Bug#9512 – Database error for invalid date in AgentTicketSearch.
  • Bug#8835 – No article found for TicketID <TICKET ID> when showing group tickets
  • Bug#9583 – Dynamic Fields of type Date have timestamp in notifications.
  • Bug#9579 – SOAP Serializer used in Kernel/GenericInterface/Transport/HTTP/ does not correctly set namespace.
  • Bug#7359 – Setting pending states via generic agent does not set pending time.
  • Bug#8380 – Middle name not displayed in AdminCustomerUser.
  • Bug#9576 – GI TicketSearch Date and Date/Time dynamic fields are ignored.
  • Changed Dynamic Field SearchFieldParameterBuild() API, LayoutObject is now optional.
  • Bug#9573 – Date and DateTime dynamic fields not considered in GenericAgent Jobs.

The detailed ChangeLog can be found at:

Browser Support

  • JavaScript is required to use the agent interface.

These browsers are not supported:

  • Microsoft Internet Explorer before version 8
  • Firefox before version 3
  • All versions of Netscape

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.

Supported Encodings

  • OTRS 3.1 supports only UTF-8 as internal character set. Non-UTF-8 installations of OTRS must switch to UTF-8.


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Release Name:

Release Notes: OTRS Help Desk 3.1.19

Release Details

  • Release name: OTRS Help Desk 3.1.19
  • Release type: Stable, patch level release
  • Release date: January 28, 2014