Release Notes

Release Notes: OTRS Help Desk 3.3.4

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 and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the stable release OTRS Help Desk 3.3.4 Sunrise Beach Ko Lipe.


What’s New

  • Updated traditional Chinese translation.
  • Updated Brazilian Portugese translation, thanks to Murilo Moreira de Oliveira!
  • Added Hebrew translation file, thanks to Amir Elion!
  • Updated Russian translation, thanks to Yuriy Kolesnikov.
  • Added functionality to disable access to tickets of other customers with the same customer company in customer interface.
  • Updated Swedish translation, thanks to Andreas Berger.
  • Updated Russian translation, thanks to Andrey N. Burdin.

Important for Upgrading

  • From OTRS 3.3.x:
    • Make sure you run bin/ 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.

Security Issues

Bug Fixes

  • Bug#10158 – Missing quoting in State::StateGetStatesByType().
  • Bug#10048 – RPM upgrade breaks permissions on config files.
  • Bug#8969 – FAQ module Language files installation fails (Kernel/Language permissions).
  • Bug#10145 – %A is not correctly substituted in Language::Time().
  • Bug#10079 – Cannot operate OTRS on IE7 because of JavaScript error.
  • Bug#10113 – Management dashboard setting doesn’t show up when agent only has RO on stats.
  • Bug#10088 – Error messages on recieving mailer daemons.
  • Bug#10011 – Management Dashboard: X-Axis element labels may overlap.
  • Bug#10012 – Management Dashboard: strings not translatable.
  • Bug#10140 – Unable to search using before/after in Date Dynamic Fields.
  • Bug#10008 – Customer user is automatically added to Cc at response for email-internal in AgentTicketCompose.
  • Bug#9978 – Activity Dialog for Customer shows “No Process configured!”.
  • Bug#10134 – Missing information on icon actions for SMIME certificates and keys.
  • Bug#10116 – Random ordering of columns in “Small” ticket lists.
  • Bug#10094 – Former FAO OTRSACLExtensions not available in the ACL Editor.
  • Bug#10099 – Missing challenge token checks on customer interface.
  • Bug#10110 – Stats list may show too few or too many stats.
  • Bug#10103 – ArticleTypeID is always undef in AgentTicketCompose
  • Bug#10080 – Bad group check in otrs-scheduler-linux.
  • Bug#10097 – $Param{NextState} is always undef in AgentTicketCompose.
  • Bug#10074 – Error if no queue matched in DashboardEventsTicketCalendar.
  • Bug#9650 – Special character in customer id breaks Open Tickets in AgentTicketZoom.
  • Bug#9702 – Wrong article type with external ticketnumber recognition i.c.w. follow-up reject option.
  • Bug#9723 – TicketAccountedTime stat does not run on Oracle with many tickets
  • Bug#10078 – Installer: error log after creating mysql database.
  • Bug#10056 – Installer fails when special characters in database user’s password.
  • Bug#10077 – regular expressions in postmaster filter return 1 if no regex match.
  • Bug#10075 – Stats widgets permission group is hardcoded to “stats”
  • Bug#10070 – Wrong error message if Transition contains no transition actions.
  • Bug#10058 – Owner and Responsible are mandatory if enabled.
  • Bug#7792 – Ticket-Action “Change Queue” is hardcoded and should be called “Queue” only.
  • Bug#9109 – Printing ticket does not show the full subject line.
  • Bug#10064 – Translated fields loose sorting in Activity Dialog admin screen.
  • Bug#10066 – Required field isn’t marked in AgentTicketCustomer.
  • Bug#10059 – Service selection unavailable if customer selection is possible.
  • Bug#10062 – Text label indent for locale RU – AgentTicketViewCompose?
  • Bug#10044 – PendingDiffTime removes 2013 (current year) when reaching end of the year.
  • Bug#10049 – Transition names in path edit screen ordered by ID instead of name.
  • Bug#10055 – Queue-Treeview not working correctly.
  • Bug#10061 – ArticleType dropdown in graphical ActivityDialog mask loads with empty value
  • Bug#10060 – Field names are not translated in graphical process editor.

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.


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Release Name:

Release Notes: OTRS Help Desk 3.3.4

Release Details

  • Release name: OTRS Help Desk 3.3.4
  • Release type: stable
  • Release date: January 28, 2014