Release Notes

Release Notes: OTRS::ITSM 3.3.0 beta4

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.

October 08, 2013 — OTRS, the world’s leading provider of open source Help Desk software and ITIL® V3 compliant IT Service Management (ITSM) software, today announces the fourth beta release of OTRS ITSM 3.3.0 Sunrise Beach Ko Lipe.


What’s New


1. General

  • Ported code to the OTRS 3.3 framework
  • Migrated ITSMCriticality and ITSMImpact values from general catalog to dynamic fields. Renamed ITSM related dynamic fields to nicer names, prefixed with ITSM.
  • The toolbar icons now use an icon font which makes it easier to create custom skins with different base colors.
  • In ITSMChangeManagement the frontends to create changes / workorders have been splitted in 2 screens each.
    One to create a new change / workorder from scratch, and one to create it from a template. (See Bug# 8181)
  • Added new user preference setting to define which screen should be shown after adding a workorder.
  • OTRS ITSM 3.3 includes many other small bug fixes and improvements.

2. ITSM Incident Problem Management

  • Integrated Feature AddOn “OTRSServiceIncidentState” into OTRS ITSM.
  • It shows the current incident state of a selected service in the ticket zoom, and in all agent frontends where a service can be selected (can be disabled on a per screen basis).

3. ITSM Configuration Management

  • Integrated Feature AddOn “OTRSCIColumns” into OTRS ITSM. This feature makes it possible to configure the shown CI-Attributes individually for each ConfigItem class.
    This is possible for the CI-Overview, the CI-Search-Overview and the Linked-CI view in the agent interface.
  • Integrated Feature AddOn “OTRSCIAttributeSyntaxCheck” into OTRS ITSM. This feature makes it possible to check the syntax of CI attributes with a regular expression while adding or editing CIs via the agent interface (not while importing CIs with the Import/Export module). CI attributes of the type “Text” and “TextArea”, as well as the CI name can be checked with individual regular expressions.
    An individual error message is shown if the attribute does not match the defined pattern.
    With this feature it can be enforced that for example a CI attribute must start with “ABC” or must end with a number.

4. ITSM Change Management

  • Integrated Feature AddOn “OTRSWorkOrderTimeDependency” into OTRS ITSM. If this feature is enabled and you change the planned end date of a workorder, all following workorders will also be moved accordingly, so that the time differences between the workorders will still be the same.
  • Added new feature “WorkOrder Report Attachments” into OTRS ITSM. This feature adds support for attachment uploads in the workorder report screen.
  • The frontends to create changes / workorders have been splitted in 2 screens each. One to create a new change / workorder from scratch, and one to create it from a template. (See Bug#8181)

Important for Upgrading

  • Please refresh your repository listing via the package manager and choose install/upgrade from the online repository section.
  • For installations without internet access, please download the package from our FTP server and install it via the package manager (bundle package installation).

Bug Fixes

  • Bug# 9761 – Toggle icons are no longer shown in different ITSM screens
  • Bug# 9760 – Icons to show all config item versions are no longer shown.

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::ITSM 3.3.0 beta4

Release Details

  • Release name: OTRS ITSM 3.3.0 beta4
  • Required OTRS release: OTRS 3.3.0.beta4 or higher
  • Recommended OTRS release: OTRS Help Desk 3.3.0 beta4 or higher
  • Release date: October 08, 2013
  • Release type: beta