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

OTRS 2025.1.1

Release date: 2025.01.26
Table of Contents

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, and Owner
    • On detail view: Queue, Type, State, and Priority
  • 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.