Release Notes

Release Notes: OTRS Help Desk 3.3.0 beta2

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.

September 10, 2013 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the second beta release of OTRS Help Desk 3.3.0 Sunrise Beach Ko Lipe.


What’s New


  • Dashboard ticket lists and regular ticket overviews can now be filtered by eligible ticket columns, and the shown columns are configurable.
  • Ticket medium and preview overviews are now sortable.
  • Added a calendar widget for the dashboard that can show tickets as events.
  • Added new dashboard widget that shows in a matrix form the number of tickets per state and per queue.
  • Agents can now mark important articles.
  • A new tree selection widget makes working with tree data (queues, services etc.) much faster and easier.
  • Added support to search relative dates ( e.g. more than 1 month ago ) in Date and Date/Time dynamic fields.
  • It is now possible to specify templates (previously “standard responses”) also for creation of new tickets and for ticket forwarding.
  • The list of available processes can now be filtered by ACLs.
  • Added support to initiate processes from Customer Interface.
  • In many places text is not shortened any more by a fixed number of characters (“Queue1…”), but instead by available screen estate. This makes it possible to see more information at once.


  • OTRS can now use multiple customer company databases, thanks to Cyrille @ belnet-ict.
  • OTRS can now automatically store customer user data in ticket dynamic fields for permanent storage in the ticket. This can be useful for reporting.
  • OTRS is now able correctly assign incoming emails to existing tickets based on ticket numbers from external systems.
  • OTRS can now fetch email also over POP3/TLS connections.


  • Web Installer now can setup OTRS on PostgreSQL, Oracle and SQL Server databases in addition to MySQL.
  • Generic agent jobs can now be executed for configured ticket events.
  • The new graphical ACL editor makes ACL editing easier.
  • Postmaster filters can now use negated filter conditions, thanks to Renée Bäcker.
  • Postmaster filters can now specify relative pending dates and Owner / Responsible for new tickets based on incoming email data.
  • Customer and Agent passwords now can be encrypted using the strong bcrypt algorithm, which is better than SHA.
  • The toolbar icons now use an icon font which makes it easier to create custom skins with different base colors.

OTRS 3.3 includes many other small bug fixes, performance improvements or new features, some of which were contributed by the community. Please see the CHANGELOG for details.


  • Updated French translation, thanks to Dylan Oberson.
  • Added config option to prevent storage of decrypted data in ArticleCheckPGP and SMIME.
  • Allow TicketSearch GI operation to also work for logged in customers.

Important for Upgrading

  • From OTRS 3.3.x:
    • Make sure you run <code>bin/</code> after the upgrade so that the configuration is refreshed. Otherwise the system may not work.
  • From OTRS 3.2.x: Please read the and files for detailed instructions.

Bug Fixes

  • Bug#8173 – Dashboard Widget “Online” does not save state.
  • Bug#9188 – AgentTicketEmail always loads a signature, even if no queue is selected.
  • Bug#9691 – Customized widgets don’t show columns after upgrade.
  • Bug#9646 – Selection of customers from autocomplete always adds them under To in new email ticket.
  • Bug#9670 – Ticket Number is removed wrongly from Article Subject if it contains a space.
  • Bug#9684 – Bulk select checkbox in AgentLinkObject does not work anymore.
  • Bug#9663 – error message incomplete.
  • Bug#9431 – Terminology used for customer user contact.
  • Fixed a bug where using a CustomerKey other than UserLogin would not work in AdminCustomerUser.
  • Bug#9686 – Slowdown after heavy usage, thanks to Moritz Lenz (noris network AG)!

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
  • Firefox before version 10
  • Safari before version 5

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 3.3 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 3.3.0 beta2

Release Details

  • Release name: OTRS Help Desk 3.3.0 beta2
  • Release type: beta
  • Release date: September 10, 2013