Release Notes

Release Notes: OTRS Help Desk 3.2.9

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.

July 9, 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 3.2.9.


What’s New

  • Updated Spanish translation, thanks to Enrique Matías Sánchez!

Security Issues

  • Security Advisory 2013-05

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#9561 – ACL restriction with CustomerID for DynamicFields at new Ticket screen not working.
  • Bug#8728 – Problem loading
  • Bug#9481 – Possible to select invalid services in SLA admin screen.
  • Bug#9539 – Cannot send notification to a group of customers.
  • Bug#8273 – Copying text in preview mode not possible.
  • Bug#9557 – Cannot see quoted text in customer ticket zoom.
  • Bug#9011 – GenericInterface: New value after value mapping can’t be 0.
  • Improved parameter quoting in various places.
  • Bug#9104 – Group permission for customer subset overwrites permissions for other customers.
  • Bug#9434 – Activities are not translated.
  • Bug#9261 – Ticket Inbound changes FROM in view.
  • Bug#9540 – AgentTicketOwner doesn’t activate PreviousOwner if new owner is selected.
  • Bug#9365 – AgentLinkObject screen does not provide a search restriction for ticket type.
  • Bug#9533 – Delete Inactive Process button not aligned.
  • Bug#9504 – wrong status after answer via customer portal.
  • Bug#9425 – Wrong created date for queue view.
  • Follow-up fix for bug#[8880]( – No inline image shown if HTML email contains ‘base’ tag.
  • Bug#8112 – Display issue in FROM column of AgentTicketZoom with some agent names.
  • Bug#9524 – Uninitialized value after step2 in TicketAccountedTime stats.
  • Bug#9511 – ProcessManagement: No SLA verification after Service update.
  • Bug#9513 – Frontend::ToolBarModule###11-CICSearchCustomerUser does not use settings of Frontend::Agent::CustomerSearch.
  • Bug#8719 – PasswordMin2Lower2UpperCharacters problem.

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 3.2.9

 Release Details

  • Release name: OTRS Help Desk 3.2.9
  • Release type: Stable, patch level release
  • Release date: July 9, 2013