Release Notes

Release Notes: OTRS Help Desk 3.2.10

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.

August 27, 2013 — 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 of OTRS Help Desk 3.2.10.


What’s New

  • Updated Danish translation, thanks to Lars Jørgensen!
  • Updated Turkish translation, thanks to Sefer ?im?ek @ Network Group!

Important for Upgrading

  • From OTRS 3.2.x:
    • Make sure you run <code>bin/</code> after the upgrade so that the configuration is refreshed. Otherwise the system may not work.
    • Please note that for upgrades from 3.2.0.beta1, an additional database upgrade step is needed (see UPGRADING)!
    • Since 3.2.0.rc1, OTRS requires an additional Perl module: YAML::XS.
  • From OTRS 3.1.x: Please read the UPGRADING and INSTALL files for detailed instructions.

Bug Fixes

  • Bug#9617 – Event-based notifications are not sent for process-tickets.
  • Bug#9666 – Installing an invalid package cause an server error on package manager.
  • Bug#8408 – No separator used in CSV files if UserCSVSeparator enabled and not set.
  • Bug#9635 – article_search not updated on ticket merges.
  • Bug#9629 – ORA-936 error in AgentTicketSearch with some search clauses.
  • Bug#9631 – BuildSelection() Selected does not work if value contains strings that are HTML-escaped.
  • Bug#9630 – Dynamic Fields of type Date can record wrong date when TimeZoneSettings are used.
  • Bug#9316 – Under nginx CustomerInformationCenter search returns Bad Gateway.
  • Bug#9610 – When email does not specify charset, content is not displayed in IE10.
  • Bug#9622 – Actions in Small ticket overview don’t work when cookies are turned off.
  • Bug#9541 – Package manager cannot use https proxy.
  • Fixed bug pull#[83]( – Pagination next page link, thanks to Renée Bäcker.
  • Bug#9594 – No auro-reply sent with multiple From addresses in AgentTicketPhone on PostgreSQL and Oracle.
  • Bug#3434 – Validity of search time frame not checked by OTRS.
  • Bug#5475 – Incorrectly limited ticket list queries in queue view.
  • Bug#8667 – No error Message when tryiing to Merge Ticket with itself.
  • Bug#6985 – SMTPTLS backend requires username and password.
  • Bug#3434 – Validity of search time frame not checked by OTRS.
  • Bug#9598 – Typo in vacation message for German locale.
  • Bug#9595 – Incomplete page reload handling in merge and bounce.
  • Bug#5307 – Tickets can be raised against an invalid Customer Company.
  • Bug#9596 – On merge and bounce screens is confusing when fill or not ‘To’, ‘Subject’ and ‘Body’ fields.
  • Bug#9514 – Bulk action (send email) uses senders address instead of customer id.
  • Bug#9595 – Incomplete page reload handling in merge and bounce.
  • Bug#9570 – AgentTicketSearch with exclamation mark emits invalid SQL
  • Bug#3007 – CheckMXRecord and CheckEmailAddresses have no effect on AgentTicketBounce.
  • Bug#9512 – Database error for invalid date in AgentTicketSearch.
  • Bug#4465 – Spell checker ispell ignores some characters such German umlauts.
  • Bug#8428 – Bad usability of multiple sender/recipient feature.
  • Bug#9556 – Bounce and merge require notification recipient, subject and body even if no notification is sent.
  • Bug#9584 – No server side validation of To/Subject/Body in merge mask.
  • Bug#9578 – DynamicField sorting does not work on TicketSearch results in Customer Interface.
  • Bug#9579 – SOAP Serializer used in Kernel/GenericInterface/Transport/HTTP/ does not correctly set namespace.
  • Bug#9577 – Engine translate date to dado from english to pt_BR.
  • Bug#7359 – Setting pending states via generic agent does not set pending time.
  • Bug#5920 – Search restriction for dates is not displayed in customer interface.
  • 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 OTRS.

These browsers are not supported:

  • Microsoft Internet Explorer before version 8 (for the agent interface)
  • Microsoft Internet Explorer before version 7 (for the customer interface)
  • Firefox before version 4
  • 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 3.2 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 3.2.10

Release Details

  • Release name: OTRS Help Desk 3.2.10
  • Release type: Stable, patch level release
  • Release date: August 27, 2013