Release Notes

Release Notes: OTRS Help Desk 3.3.9

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.

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/ 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/ start (as “otrs” user, not root).
  • From OTRS 3.2.x: Please read the and 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 – hangs parsing mails.
  • Bug#10578 – Service selection in GA Ticket Action allows multi select.

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 3.3.9

Release Details

  • Release name: OTRS Help Desk 3.3.9
  • Release type: stable
  • Release date: September 09, 2014