Improvements
Scheduled Multi-Stage GenericInterface WebService Operations Invoker
Description of Changes
Added a new time-based event trigger "Schedule" for invokers.
New invoker "Generic::Operations" added.
Support for paginated resources.
New Possibilities and Benefits
Using the Scheduler Event makes it possible to trigger any invoker on a time-based schedule, not just an event-based one. Time-based and event-based triggers can be mixed.
The new invoker "Generic::Operations" brings a wide range of possibilities. Initially, it will act by fetching data from a foreign system based on the settings. The admin can define several stages (XSLT transformations) to process the incoming data. Both original and transformed data will be kept from one stage to the next, allowing for inter-stage logic, such as the next stage acting upon data obtained in the previous one.
On the stage configuration, it’s possible to call other invokers defined on the web service as well as web service operations. Currently supported operations include:
CustomerCompany::CustomerCompanyCreate
CustomerCompany::CustomerCompanyGet
CustomerCompany::CustomerCompanySearch
CustomerCompany::CustomerCompanyUpdate
CustomerUser::CustomerUserCreate
CustomerUser::CustomerUserGet
CustomerUser::CustomerUserSearch
CustomerUser::CustomerUserUpdate
FAQ::LanguageList
FAQ::PublicCategoryList
FAQ::PublicFAQGet
FAQ::PublicFAQSearch
Link::LinkAdd
Link::LinkDelete
Link::LinkDeleteAll
Link::LinkList
Link::PossibleLinkList
Link::PossibleObjectsList
Link::PossibleTypesList
Ticket::TicketGet
Ticket::TicketHistoryGet
Ticket::TicketSearch
Ticket::TicketCreate
Ticket::TicketClone
Ticket::TicketUpdate
Test::Test
All these changes bring significant improvements to the web service. Scenarios such as mass imports and time-based communication with external systems are now possible, as well as building logic directly into the web service.
Kanban View Preview Version
Description of Changes
We’re proud to introduce you to a sneak peek of our upcoming Kanban View feature! While still in the early stages of development, this preview offers you a first look at its design and lets you play an important role in shaping its future with your feedback.
We added a new display mode for business object lists to be displayed as a Kanban board instead of the default table view. Currently, ticket lists (from the organizer) can be displayed in a Kanban view. You can toggle between the normal table view and the Kanban view by clicking the Kanban icon in the state column on the ticket list table or the switch view icon in the action header.
New Possibilities and Benefits
The Kanban view can enhance the user experience by providing a visual and interactive way to manage tickets and tasks. It improves workflow visibility and makes it easier to prioritize tasks and manage workloads.
This is an early preview of the feature-rich implementation of our Kanban view. We are very interested in your feedback and ideas about this feature at this early stage. Feel free to share your thoughts at:
Kanban View Preview
Merged Feature Addon OTRSCustomerSpecificServices
Description of Changes
Merged the feature OTRSCustomerSpecificServices into the framework.
New Possibilities and Benefits
This feature makes it possible to assign services to customers so that only the assigned service is displayed when a ticket is created and only the appropriate SLAs are valid.
- Efficient and well-structured administration of multiple services and SLAs for many customers is easier.
- Avoid the creation of unwarranted tickets that stress out your service team.
- Optimal guidance for the customer regarding which services they can open a ticket for.
Assignment of services to customers.
It is also possible to set default services for all customer companies.
An additional Services Widget is available in the Customer Detail View showing tickets related to the services of a customer company.
Merged Feature Addon OTRSCustomerEventTicketCalendar
Description of Changes
Merged the feature OTRSCustomerEventTicketCalendar into the framework.
New Possibilities and Benefits
This feature allows appointments to appear in the external interface so that customer users can easily see information about availability or scheduling, such as the date of an online meeting.
Merged Feature Addon OTRSCalendarResourcePlanning
Description of Changes
Merged the feature OTRSCalendarResourcePlanning into the framework.
New Possibilities and Benefits
This feature provides an operational overview of the entire team. Dynamic fields, reporting functions, and notifications make it easier by allowing individualized calendar views, resource planning per person or team, and selected import options into the calendar.
- Customer and ticket data can be synchronized from a linked ticket into an appointment.
- Offline local calendar access for agents in the field.
- Shared calendars for select teams.
- Visualize tasks and time estimates for completion.
Teams Management
Team Agents Management
Resource Calendar
Appointment Resources
Merged Feature Addon OTRSServiceManagement
Description of Changes
Merged the feature OTRSServiceManagement into the framework.
New Possibilities and Benefits
This package adds new objects and functionalities needed for ITIL implementations. It includes the general catalog, which is essential for ITSM configurations in service management. It also adds new statistics to monitor and report on service levels.
General catalog management is available in the administrator interface.
New dynamic fields are available in the Dynamic Fields module.
A new group, itsm-service, will be added.
Extended Service Level Agreements (SLAs) and Services screens.
New criticality ↔ impact ↔ priority matrix screen.
New statistics are added to the system. If activated, additional fields will be available in new ticket screens.
New dynamic fields will be available in ticket details and actions.
New menu sections, Service List and Service Level Agreement List, are available in the main menu.
Service Detail View and Service Level Agreement View are also available.
Merged Feature Addon OTRSTicketForms
Description of Changes
Merged the feature OTRSTicketForms into the framework.
New Possibilities and Benefits
This feature contains two main functionalities:
-
Dynamic Ticket Templates:
- Customized ticket forms for agent and external interfaces based on customer requests.
- Pre-filled fields like headlines and messages speed up the ticket creation process.
- Mandatory fields can be set for forms, and ticket masks can include attachments, Rich Text, and OTRS smart tags.
-
Hide/Show Dynamic Fields:
- Construct flexible forms by dynamically hiding or displaying fields based on ticket information and permissions.
Defining a ticket template:
ConsoleCommand to Clean Up Duplicate DynamicField Values
Description of Changes
Added new Console Command bin/otrs.Console.pl Admin::DynamicField::DeleteDuplicatedValues
.
New Possibilities and Benefits
This command allows you to delete duplicated DynamicField values so that only the newest value remains in the database, except for values of type Multiselect.
Fixed Defects
Translations of Titles on Hover
Defect Summary
The widget titles were not getting translated.
Fix Description
Now the widget titles are translated properly.
Changed the Position of Hover Element in Statistics
Defect Summary
In statistics bar charts, the hover information was misaligned.
Fix Description
The hover popover is now properly aligned with the data.
Changed Icon for Treeview Items with Subitems
Defect Summary
The treeview component’s expand/collapse chevron was not intuitive.
Fix Description
The icon is now dynamic, changing based on whether the element is collapsed.
Before
After
Ready to Adapt Processes Were Enhanced by Marking Used Fields as Translatable
Defect Summary
Not all ready-to-adapt processes were aligned with default dynamic fields being properly translated.
Fix Description
All dynamic fields in ready-to-adapt processes are now marked as translatable by default. This does not affect already installed processes.
Prevent SearchBooster from Interfering with Dynamic Field Delete Value Action
Defect Summary
The functionality of DynamicFieldSearchBooster was not optimal when changing a value of a dynamic field.
Fix Description
The handling was improved, and it is now stable and faster on value change of a dynamic field.
No Scrolling Possible in Watchlist Reminder Pop-Up if Browser Window Is Zoomed
Defect Summary
If the screen was too small, the calendar popover was not completely visible or scrollable.
Fix Description
The positioning of the calendar was fixed and is now accessible properly.
External Bottom Menu Looks Wrong
Defect Summary
In the external interface, the footer was not displaying correctly if there was a long company name or other link labels.
Fix Description
Handling of long link labels was improved.
Scroll to Top Button Not Visible When Chat Was Disabled
Defect Summary
When disabling the chat functionality in OTRS, the "scroll to top" button was not being shown.
Fix Description
Now the "scroll to top" button is shown regardless of whether the chat engine is activated.
AdminLog Frontend Does Not Honor MinimumLogLevel Setting
Defect Summary
The SystemLog Frontend in the Admin Interface was not correctly filtering for set log level (MinimumLogLevel).
Fix Description
The filter was fixed and is now showing the correct log entries.
FAQ Attachments Were Missing After Update
Defect Summary
On upgrading to version 2024.6.3, there was an issue in migrating FAQ attachments to a new format, resulting in the potential loss of non-inline FAQ attachments.
Fix Description
The module responsible for normalizing and cleaning up attachments has been updated to include all attachments in the web upload cache module. This update prevents unwanted removal of attachments from the database.
In Pending Ticket Action, the Upcoming State Was Not Used to Calculate ACLs
Defect Summary
ACLs were not triggered to show DynamicFields in Set Pending Reminder when opening Action when State was set to new/open.
Fix Description
When the value is not set, the default value of the State field is now added.
Error Message During Ticket Email Reply
Defect Summary
When replying to an article or sending an email outbound, an informational toast message appeared with the following unclear message: "Article subject will be empty if the subject contains only the ticket hook!"
Fix Description
The message was changed to the more meaningful: "Article subject will be shown empty in OTRS if the subject only contains the complete ticket number in square brackets!"
Incorrect Email Parsing of Attachment File Names
Defect Summary
When OTRS fetched an email with attachments where ContentType = message/rfc822
, there was an issue with the subject construction.
Fix Description
The regex was modified to handle cases where a new line follows the subject.
Ticket Detail View: Icon on Wrong Side in 3-Column Mode
Defect Summary
In 3-column mode, the author icon was on the wrong side of the communication stream.
Fix Description
The handling of the icon was improved, and it is now on the correct side.
Process Module TicketDataPush Fails if Ticket Filter Is Empty
Defect Summary
Fields in linked tickets were not set when the Ticket Filter was empty.
Fix Description
Now the module works even without having filters set.
Mojolicious 9.35 Requires EV 4.32
Defect Summary
Mojolicious does not use the installed Perl library EV.
Fix Description
The system now requires EV version 4.32 or greater. As always, validate your environment by running the CheckEnvironment script when manually upgrading your system.