Improvements
Being able to pick any select-like attribute as Kanban Columns
Description of Changes
The ability to pick any select-like attribute as columns in the Kanban view offers flexibility for users to organize data based on various properties. Select-like attributes—such as ticket states, priorities, or dynamic fields—can be used to structure the Kanban view, making it easier to manage tickets and objects within OTRS.
Sorting columns
Directly switch from an object list
New Possibilities and Benefits
Now it is possible to use a selectable attribute to generate a Kanban view.
Drag and drop, as well as sorting, is now possible.
Enhanced Kanban view with filtering, bulk actions, and export feature
Description of Changes
The board view has been enhanced to include filtering, bulk actions, and exporting tickets. Moreover, the refactoring has started and is still ongoing. There have been numerous minor visual improvements, such as loading indicators/spinners and updated styling of the board.
New Possibilities and Benefits
Filter preset applied:
Additional filters applied:
Using bulk actions:
Exporting:
Loading state:
The board view is now capable of:
- Exporting
- Filtering
- Applying bulk actions
on selected tickets.
Make Agent management read-only in the admin area if OTRS IAM is configured
Description of Changes
If the upcoming OTRS IAM is configured, it is still possible to modify Agent attributes in the Admin interface. However, these changes will only be stored temporarily. Once the agent logs in again, all attributes will be overridden.
Therefore, when OTRS IAM is configured, user management should be done in the IAM system. Consequently, user attributes are set to read-only in Admin -> Agents.
Revamp translations management
Description of Changes
Revamp the translation management so that administrators can create or update one translation for multiple languages at the same time.
Merged Feature OTRSSpecificTicketNotifications
Description of Changes
The feature OTRSSpecificTicketNotifications has been merged and is now available for all OTRS systems.
As part of the standard functionality, agents with administrator permissions can create automated notifications to be sent to a certain group of recipients (agents and/or customers). These standard notifications can, for example, be sent when the owner of a ticket changes or when a ticket is moved to a different queue.
Now, with this feature, agents without administrator privileges can also create individual event-based notifications, but these can only be sent to their own email addresses. For instance, an IT service employee can configure individual notifications in order to be informed as soon as there is a change in the priority of a specific customer’s ticket.
New custom_notifications group
Agent notifications
Ticket Notification Management (agent perspective) with a personal notification
Ticket Notification Management (admin perspective) with a personal notification
New Possibilities and Benefits
- Stay informed about ticket changes, even when working outside of the agent interface.
- React more quickly to changes.
- Configure notifications more personally, avoiding information overload.
Change default configuration of “Organizer,” “Inline Editing for tickets,” and other ticket settings
Description of Changes
Based on feedback from new customers and new functionality in OTRS, we decided to change some default settings in OTRS.
This only applies to NEW systems.
Default configuration changes:
- Organizer
- Enable inline editing for tickets
- On BOLs:
State
,Queue
, andOwner
- On detail view:
Queue
,Type
,State
, andPriority
- On BOLs:
- Security and Interface Adjustments
Secure::DisableBanner
enabled (Powered by OTRS group is no longer displayed).Ticket::ResponsibleAutoSet
disabled.Ticket::Service::Default::UnknownCustomer
enabled.Ticket::Service::KeepChildren
enabled.ForceOwnerResettOnMove
enabled.ChatEngine::Active
disabled.- Dashboard layout set to 2 columns, and ticket lists removed.
- A new migration module,
KeepOldDefaultSettings
, was created to force the old defaults (for some settings) when upgrading the system.
Performance improvement – update default update check interval
Description of Changes
The OTRS application uses a polling mechanism to fetch certain data from the server (e.g., ticket count). By default, the application polls every 15 seconds, and for each organizer item, there is a separate request to the server. On some customer systems (with many organizer items and numerous online agents), this can cause significant server load. To address this issue, the default polling interval has been increased to 60 seconds.
New Possibilities and Benefits
Reducing the frequency of requests should decrease the load on the server side.
Merged feature OTRSEscalationSuspend
Description of Changes
Merged the OTRSEscalationSuspend feature into the framework.
Suspended Escalations Filter
Suspended Escalations Organizer Item
New Possibilities and Benefits
This feature makes OTRS an even more effective tool for resolving issues quickly and reducing response times. It also ensures better accuracy in time tracking and accounting. If an escalation needs to be paused, this feature provides the perfect solution.
You can configure one or more statuses to automatically pause one or more escalations (SLAs). For instance, if you are waiting for a third-party response or the completion of a specific process step, you can stop the escalation timer. Once the configured status is removed, the escalation(s) reactivate, and the remaining time to address the ticket is displayed again.
This configurable status essentially acts as a “pause” function for escalations. The time elapsed while the feature is active is excluded from a ticket’s resolution time, providing more accurate time tracking and reporting.
Merge feature OTRSPrimarySecondary
Description of Changes
Merged the "OTRS PrimarySecondary" feature into the framework.
Ticket Creation Screen
New Possibilities and Benefits
This feature introduces support for defining a primary ticket and associated secondary tickets that automatically follow updates to their primary ticket, including:
- Replies (new articles sent as emails)
- Notes (any new article)
- State changes (including setting pending time)
- Priority changes
- Owner changes
- Responsible changes
- Lock status changes
The primary/secondary relationships are highly flexible. Users can:
- Create a new primary ticket.
- Remove the primary or secondary status from a ticket.
- Assign a ticket as the secondary ticket of another ticket.
Added webserver liveness probe
Description of Changes
We added the /api/public/live
endpoint to get the status of the webserver.
Note: We also need to have a probe for the daemon, but this is already provided by the Daemon status command.
New Possibilities and Benefits
Allows the Kubernetes API to verify if a pod is live or not.
Description of Changes
New Possibilities and Benefits
Fixed Defects
Fixed S/MIME certificates import, which did not check the correct format
Defect Summary
With OpenSSL 3, it was possible to add S/MIME certificates using formats that are not compatible with all email security functions in OTRS.
Fix Description
The S/MIME module was updated to instruct OpenSSL to require PEM certificates.
OTRS-update changes SysConfig Setting ExternalFrontend::TicketDetailView###DynamicField
Defect Summary
The fields ProcessManagementActivityID
and ProcessManagementProcessID
in the SysConfig Setting ExternalFrontend::TicketDetailView###DynamicField
are set to enabled after every update, even when they were previously disabled.
Fix Description
These fields are no longer automatically set to enabled if they were already disabled.
Removed HTML parts within the form group hint for small descriptions
Defect Summary
There were some HTML code leftovers from a hint component that could render HTML. Alt text does not interpret this code correctly.
Fix Description
Removed the HTML code.
Fix: FAQ category not being translated in the agent interface > FAQ detail view > properties widget
Defect Summary
The FAQ category was not being translated in the agent interface > FAQ detail view > properties widget.
Fix Description
Added the missing translation.
Changed the wording for replacing the article subject
Defect Summary
The wording "Add knowledge base article title to article subject" was misleading.
Fix Description
Changed the wording to "Replace the article subject with the knowledge base article title."
Before:
After:
Load default templates on initial request
Defect Summary
Default template body and attachments were not being loaded in ticket actions.
Fix Description
Now, on initial requests, the system checks if there is a default template assigned.
Added translatable part for chat availability and fixed common card header
Defect Summary
Chat availability was not translated.
Fix Description
Added the translatable tag.
Before:
After:
Wrong click in list view can lead to unwanted selection of business objects
Defect Summary
In a business object list, multiple items can be selected via the checkbox in the first column. If the user clicks in the “wrong spot,” it might be interpreted as a click to go to the detail view of the respective business object. When going back to the list view, the selection is lost.
Fix Description
There was a missing piece in overwriting the table row click, so that the checkbox would capture the click event.
Removed organizer sync from MigrateEscalationSuspend DBUpdate module
Defect Summary
Calling organizer sync at DBUpdate time caused several issues.
Fix Description
All previous changes to the dynamic field manager and organizer that attempted to address this issue were reverted. The Sync()
call was removed from this module because organizer items are already synchronized during user login.
Fixed broken link condition
Defect Summary
There was a console error, which did not cause any visual defect.
Fix Description
The misbehavior was fixed so that no error appears anymore.
Fix: FAQ category not being translated in the agent interface > FAQ detail view > properties widget
Defect Summary
When an agent viewed an FAQ article, its category was not translated into the user’s preferred language.
Fix Description
All strings are now translated properly.
Fixed alignment of property element in GUI
Defect Summary
The alignment of property boxes was not optimal if one box had more content.
Fix Description
Alignment fixed.
Dropdown options are still underlined on the External Portal
Defect Summary
Dropdown selection fields in the external interface were underlined.
Fix Description
The style for selections was corrected.
Inline screenshots/pictures in KBA created in OTRS 7 do not work after update
Defect Summary
After migrating from OTRS 7, inline images were not visible when FAQ article content was injected into the article.
Fix Description
The fix checks if the FAQ contains images with the old endpoint and replaces them on the fly. Furthermore, if any agent updates the FAQ (any field), the image source will be updated in the database as well.
Fixed escalation suspend migration module on missing dynamic fields
Defect Summary
The migration module for escalation suspend caused errors if dynamic fields with missing drivers were configured in organizer items.
Fix Description
During the migration process, a file existence check has been implemented for all dynamic fields before instantiation. If the required file is missing, a fallback driver is used so that essential data can still be accessed without errors.
FAQ Category Not Translated in External Interface > Knowledge Base Overview
Defect Summary
The name and description of categories were not shown in the user’s preferred language inside the knowledge base overview (available under /external/knowledge-base), even if a translation was provided via translation management in the admin dashboard.
Fix Description
Ensured the FAQ Category is also translated in this view. A procedure is in place to guarantee texts are translated wherever feasible.
Before:
After:
Unable to run Statistic Module OTRSStatsQueueWorkingTime
Defect Summary
Server requests ran into a timeout while running the Statistic Module OTRSStatsQueueWorkingTime
.
Fix Description
A wrong function was used to check the data type of a variable, causing the process to fail. The statistic is now processed correctly.
Fix problem with Baramundi Sync
Defect Summary
No CIs could be created or updated via the Baramundi Connector.
Fix Description
Due to code changes, after the mapping of the incoming data, a specific key was checked. However, the data from Baramundi was in an array format, causing the process to fail and preventing the data from being processed at all.
Added valid_id to validity mapping in the business card util
Defect Summary
The Business Card did not show the name of the validity but instead displayed the internal ID.
Before:
Fix Description
Updated the Business Card Util for Customer User Information to transform the ValidID to its corresponding validity string for frontend output.
After:
Fixed inline editing when WebSockets are disabled
Defect Summary
When WebSockets are disabled, inline editing does not work in the ticket detail screen (e.g., Queue update).
Fix Description
The OTRS frontend application first sends a request to lock the ticket and waits for the response. Only after receiving the response does it send the second request. This ensures the ticket is properly locked.
Return DSN Codes on Errors
Defect Summary
The JSON response returned from the PostMaster API Endpoint was cut off, causing additional information in the response to be lost.
Fix Description
Plain text responses are now returned, starting with the suitable Enhanced SMTP Status Code.
Fix pop-up window for canceling Appointment, which appears when trying to add Ticket(s)
Defect Summary
While adding or editing an appointment action, attempting to add Ticket(s) resulted in a pop-up window for canceling the appointment.
Fix Description
Incorrect screen handling has been fixed; the pop-up window no longer interferes with normal ticket-adding behavior.