Release Notes

Release Notes: OTRS Help Desk 3.3.5

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.

February 25, 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 3.3.5 Sunrise Beach Ko Lipe.


What’s New

  • Updated Japanese translation, thanks to Norihiro Tanaka!
  • Updated Brazilian Portugese translation, thanks to Murilo Moreira de Oliveira!
  • Updated Polish translation, thanks to Wojciech Myrda.
  • Added new option “bin/ -o generate” to generate the loader cache for all frontend modules. This can be useful in cluster setups.

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

  • Improved HTML filter.
  • Followup fix for bug#10116 – Random ordering of columns in “Small” ticket lists.
  • Re-implemented Process Management ProcessImport().
  • Bug#10258 – yellow color for UnreadArticles.
  • Bug#6323 – Graph/Chart generation selects slice/background color identical to text color.
  • Added feature to download report data shown in dashboard stats as CSV and PDF.
  • Bug#10248 – OTRS Portal – Overview of registered systems.
  • Added browser check for IE10 in compatibility mode.
  • Followup for bug#9011 – New value after value mapping can’t be 0.
  • Bug#9673 – CustomerTicketMessage does not show loading icon for dynamic fields.
  • Bug#10249 – bugs on Postgresql restore failed on DB.
  • Bug#7818 – Menu simplification is not working for item “responsible”.
  • Bug#10214 – Value “0” for DynamicsFields prevents TicketCreation.
  • Bug#10201 – Wrong column sort order in ticketoverview widget.
  • Bug#10195 – Folluw up notification shows old prio after prio change.
  • Bug#9303 – Body of new e-mail/phone ticket not inserting when creating new ticket from customer creation.
  • Bug#10194 – CustomerTicketMessage parsing feild Dest in URI.
  • Follow-up fix for Bug#10110 – Stats list may show too few or too many stats.
  • Bug#10220 – Invalid Statistics not displayed in overview.
  • Bug#10218 – Header X-UA-Compatible in not set.
  • Bug#10177 – Missing sources in tarball.
  • Bug#9616 – Too long activities and transitions are not displayed correctly.
  • Bug#7440 – Ticket overviews don’t show column headers for priority and unread articles in small mode.
  • Added process management canvas label spacer to avoid overlapping transition labels.
  • Bug#10212 – My tickets & Company tickets in 3.3.4.
  • Bug#10211 – Dashbord: Widget DefaultColumns is not working.
  • Bug#10163 – subject shows only 30 characters.
  • Bug#10193 – Expired cookie bug in customer interface..
  • Bug#8729 – Oracle ignores NLS_DATE_FORMAT set in environment.
  • Bug#10207 – DynamicField Search-Function in CustomerFrontend is not working.
  • Bug#9868 – Queues in popup box are not sorted by alphabetical order.
  • Bug#9678 – Locked tickets don’t unlock when customer closes ticket.
  • Bug#8656 – Clicking the cancel button in the Add Web services screen results in an error no matter what data was filled in.
  • Bug#10209 – When opening tree selection dialog, the search field should get the focus.
  • Bug#10205 – GenericInterface: Mandatory TimeUnits can’t be 0.
  • Bug#10196 – Ticket merge action does not notify the owner of the existing ticket.
  • Bug#10130 – Events Ticket Calendar not working.
  • Bug#9692 – On PhoneOutbound articles, the FROM field shows Customer ID instead Agent ID.
  • Bug#10147 – Cache may remain incorrectly in SearchProfile.
  • Bug#10189 – ProcessManagement: Use article subject if no ticket title is set.
  • Bug#9654 – TicketUpdate operation doesn’t work when authenticated as a customer.
  • Bug#10137 – Generic interface TicketCreate operation doesn’t work when authenticated as a customer.
  • Bug#10176 – available columns selection in search result view is not scrollable.
  • Bug#10120 – Management Dashboard: page reload erases stat graph settings.
  • Bug#9276 – Auto-reply to ticket entered via Web interface is sent with all lines concatenated to one
  • Bug#10179 – No LinkOption in CustomerNavigationBar.dtl.
  • Bug#10178 – Stat Permissions.
  • Bug#10188 – Inconsistency in graphical ACL editor.
  • Bug#10155 – doesn’t compress database dump on non-MySQL.
  • Bug#10106 – Sending Articles with ArticleSend() ignores ReplyTo.

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.


Download the latest release with your OTRS-ID – Your personal all-round account

Your benefits:

  • free promotion specials
  • free access to our knowledge database to solve problems
  • stay informed with our OTRS-Newsletter and manage your newsletter subscription
  • contact us more easily and keep track of your requests

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you do not have an OTRS-ID, you can register for free at

If you don’t want to use the benefits of an OTRS-ID, you may proceed with the Public Download

Professional Services

OTRS Group, the source code owner, provides world-wide enterprise support, consulting and engineering including process design, implementation, customization, application support, and fully managed service.

Get professional service and support

Community Support

Leverage the various OTRS Community sources to get involved:

Release Name:

Release Notes: OTRS Help Desk 3.3.5

Release Details

  • Release name: OTRS Help Desk 3.3.5
  • Release type: stable
  • Release date: February 25, 2014