Release Notes: OTRS Help Desk 3.3.9

September 09, 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 3.3.9 Sunrise Beach Ko Lipe.

What’s New

• Updated Danish translation, thanks to Lars Jørgensen.

Important for Upgrading

• From OTRS 3.3.x:
  • Make sure you run bin/otrs.RebuildConfig.pl after the upgrade so that the configuration is refreshed. Otherwise the system may not work.
  • If you update from OTRS 3.3.6 or earlier, you need to enable a new cronjob that controls the scheduler process. Please copy the file /opt/otrs/var/cron/scheduler_watchdog.dist to /opt/otrs/var/cron/scheduler_watchdog and update your crontab with /opt/otrs/bin/Cron.sh start (as “otrs” user, not root).
• From OTRS 3.2.x: Please read the UPGRADING.md and INSTALL.md files for detailed instructions.

Bug Fixes

• Bug#10697 – Column name in CSV report of stats is lowercase.
• Bug#10652 – Process tickets without any articles create empty lines in AgentTicketSearch CSV result file.
• Bug#10607 – SQL Box can change the database.
• Bug#10700 – Bugfix: TimeUnits not written if E-Mail is sent via BulkAction.
• Bug#10699 – Cannot add new customer (company).
• Bug#10497 – CustomerUser secondary database access opens multitude of database connections.
• Bug#9756 – Owner will be set after QueueMove screen AND undo.
• Bug#10606 – Dynamic fields in dashboard overview are empty.
• Bug#10670 – It is possible to start the scheduler more than once.
• Bug#10515 – Problem with column filter sorting
• Bug#10598 – Field tags not parsed properly in auto response subject.
• Bug#10658 – Issue with multiple customer company backends.
• Bug#10622 – eMail address only with uppercases – wrong display.
• Bug#10596 – Manual Generic Agent Run doesn’t show archived tickets as affected.
• Bug#10601 – ExternalTicketNumberRecognition produces errors in log file.
• Bug#9851 – Unlocking a ticket in the small view results in AgentTicketZoom.
• Bug#10612 – Wrong Time in DashboardField “Changed”, thanks to S7.
• Bug#10595 – Standard Replies are false sorted in Ticket Zoom select box.
• Bug#10534 – Wildcard hacking the customer information center, thanks to S7.
• Bug#10597 – Process list description column doesn’t support line breaks, thanks to S7.
• Bug#10586 – In Customer Portal no attachments are shown.
• Bug#6601 – Changing search options changes order of fields, thanks to S7.
• Bug#10246 – ProcessManagement: ConditionLinking OR in a Transition doesn’t work.
• Bug#10559 – “Previous Owner” don’t use the FirstnameLastnameOrder configuration.
• Bug#10532 – PostMasterMailbox.pl hangs parsing mails.
• Bug#10578 – Service selection in GA Ticket Action allows multi select.

The detailed ChangeLog can be found at: https://github.com/OTRS/otrs/blob/rel-3_3_9/CHANGES.md.

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

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 https://portal.otrs.com/otrs/customer.pl 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 https://portal.otrs.com/otrs/customer.pl#Signup

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.

Community Support

Leverage the various OTRS Community sources to get involved:

• OTRS User Forum
• Mailing Lists
• Knowledge Database (FAQ)
• Bugreporting