OTRS is now part of Easyvista. Stronger together!
OTRS is now part of Easyvista. Stronger together!

OTRS 2024.7.1

Release date: 2024.09.19
Table of Contents

Improvements

Scheduled Multi-Stage GenericInterface WebService Operations Invoker

Description of Changes

Added a new time-based event trigger "Schedule" for invokers.
Schedule Trigger
Invoker Settings

New invoker "Generic::Operations" added.
Generic Operations

Support for paginated resources.
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.
Kanban View

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.
Service Assignment

It is also possible to set default services for all customer companies.
Default Services

An additional Services Widget is available in the Customer Detail View showing tickets related to the services of a customer company.
Services Widget

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.
Calendar

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
Teams Management

Team Agents Management
Team Agents Management

Resource Calendar
Resource Calendar

Appointment Resources
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.
General Catalog

New dynamic fields are available in the Dynamic Fields module.
Dynamic Fields

A new group, itsm-service, will be added.
ITSM Service Group

Extended Service Level Agreements (SLAs) and Services screens.
SLAs and Services

New criticality ↔ impact ↔ priority matrix screen.
Criticality Matrix

New statistics are added to the system. If activated, additional fields will be available in new ticket screens.
New Ticket Fields

New dynamic fields will be available in ticket details and actions.
Dynamic Fields in Ticket

New menu sections, Service List and Service Level Agreement List, are available in the main menu.
Service List
SLA List

Service Detail View and Service Level Agreement View are also available.
Service Detail View
SLA View

Merged Feature Addon OTRSTicketForms

Description of Changes

Merged the feature OTRSTicketForms into the framework.

New Possibilities and Benefits

This feature contains two main functionalities:

  1. 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.
  2. Hide/Show Dynamic Fields:

    • Construct flexible forms by dynamically hiding or displaying fields based on ticket information and permissions.

Defining a ticket template:
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.
Translated Titles

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.
Fixed Hover

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
Before

After
After
After Collapsed

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.
Unscrollable Popover

Fix Description

The positioning of the calendar was fixed and is now accessible properly.
Fixed Popover

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.
Footer Issue

Fix Description

Handling of long link labels was improved.
Fixed Footer

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.
Scroll Button

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!"
Old Error Message

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!"
New Error Message

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.
Email Parsing Issue

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.
Wrong Side Icon

Fix Description

The handling of the icon was improved, and it is now on the correct side.
Correct Side Icon

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.