Release Notes: OTRS::ITSM Module 5s Patch Level 21


July 18, 2017 — OTRS, the world’s leading provider of open source Help Desk software and ITIL® V3 compliant IT Service Management (ITSM) software, today announces the 21st patch level release of the OTRS::ITSM Module 5s.

Please note, that from now on we will only officially support versions OTRS 4 and OTRS 5 and following versions.



Release Details

  • Release name: OTRS::ITSM Module 5s Patch Level 21
  • Required OTRS release: OTRS 5s or higher
  • Release date: July 18, 2017
  • Release type: patch level


    What’s new?

    • Added permission check for template deletion. Thanks to Rolf Schmidt!


    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# 12777 – Wrong param name in Work order History Zoom. Follow-Up Fix.
    • Bug# 12645 – Config Item search does not work properly with date fields.
    • Bug# 12860 – Unable to create an Import/Export Template.
    • Bug# 7928 – Import of ISO-8859 files with Umlauts will break.

    Browser Support

    • JavaScript is required to use OTRS.

    These browsers are not supported:

    • Microsoft Internet Explorer before version 10
    • Firefox before version 10
    • Safari before version 5

    We recommend using 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 worldwide 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: