Release Notes

Release Notes: OTRS::ITSM Module 4 rc1

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.

November 18, 2014 — OTRS, the world’s leading provider of open source Help Desk software and ITIL® V3 compliant IT Service Management (ITSM) software, today announces the release candidate of the OTRS::ITSM Module 4.


What’s New in the OTRS::ITSM Module 4 rc

NEW FEATURES of the OTRS::ITSM Module 4 beta:

1. General

  • Ported code to the OTRS 4 framework
  • New powerful template engine based on Template::Toolkit.
  • A central object manager makes creating and using global objects much easier.
  • OTRS::ITSM 4 includes many other small bug fixes and improvements.
  • All OTRS::ITSM 4 translations will be now managed exclusively via Transifex: Please sign up for a free translators login on and join one of the language teams if you want to contribute to OTRS::ITSM.

2. ITSM Incident Problem Management

  • Improved and more flexible incident state link propagation. It is now possible to add more than one link type for the incident state calculation, as well to define the link direction for each link type. (Take a look at the sysconfig option “ITSM::Core::IncidentLinkTypeDirection”)
  • GenericInterface for ITSM Configuration Management. This feature contains operations for creating, changing, retrieving and searching configuration items via GenericInterface.

3. ITSM Configuration Management

  • Bulk actions for ITSM Configuration Management. This feature provides a screen to perform certain actions over a selection of ITSM Configuration Items.
  • New color flag for the “deployment state” in ITSM Configuration Management. This feature adds a flag column to the Configuration Item Overviews with the color of the Deployment State, it also adds a color picker to the General Catalog to define the color preference of each Deployment State.

4. ITSM Change Management

  • Dynamic fields for ITSM Change Management. The freetext fields for changes and workorder have been migrated to more flexible dynamic fields.
  • Improved and easier handling of templates for changes, workorders and change advisory boards (CAB). It is now easier to edit a template by selecting it from the template overview. A new change or workorder will be created, which can then be edited and saved back in to the same template, while the change or workorder will be deleted after it has been saved.

Bug Fixes

  • Bug# 10746 – Import of CIs using a field defined in the general catalog.

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).

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::ITSM Module 4 rc1

Release Details

  • Release name: OTRS::ITSM Module 4 rc1
  • Required OTRS release: OTRS 4 rc1 or higher
  • Release date: November 18, 2014
  • Release type: release candidate