Release Note

OTRS 7 Patch Level 13

Novmeber 15, 2019 — OTRS Group, the world’s leading provider of the OTRS service management suite, including the fully managed OTRS solution and the ITIL® V3-compliant IT service management software OTRS::ITSM, today announces the first release of the OTRS 7 patch level 13.


Important for Upgrading

Please consult our admin manual for detailed instructions.


  • Removed hard coded communication channels in process management activity dialogs, in favor of an extensible solution.
  • Updated translations, thanks to all translators.
  • Updated npm dependencies.
  • Updated welcome ticket text.

Bug Fixes

  • Bug#14837 – Possible duplicate string in OTRS-console command description.
  • Bug#14827 – Console command Maint::DocumentSearch::Check shows warning when versions contain non-digits.
  • Bug#14763 – Invisible SysConfig settings are not removed on package deinstallation.
  • Follow-up fix for Bug#14542 – Date values for escalation times are not localized in ticket small overview.
  • Bug#14810 – Attributes are not replaced with OTRS_CURRENT_ tags in Transition Action modules in the process management. With this fix it was applied on TicketCustomerSet, TicketLockSet, TicketQueueSet, TicketSLASet, TicketServiceSet, TicketStateSet, TicketTitleSet, TicketTypeSet and TicketCustomerSet. – 2019-10-21 Bug#14742 – Short and long dynamic field descriptions are not translated in the process management. Translation short/long description in a process.
  • Bug#14824 – Ticket action sub-menu items suddenly disappear in the AgentTicketZoom.
  • Follow-up fix for Bug#14693 – Console command Maint::Ticket::InvalidUserCleanup reports error about ArticleFlagDelete().
  • Bug#14800 – Signature check and decryption of PGP and S/MIME mails causes needless write operations.
  • Bug#14797 – Linebreak [ENTER] appears as empty line between first and second line in the External Frontend.
  • Bug#14734 – SLA confirmation dialog does not work on the External Frontend.
  • Bug#14813 – Dynamic field labels are not translated in Ticket Detail screen on the External Frontend.
  • Bug#14794 – File type of ‘ico’ can not be uploaded for favicon.
  • Follow-up fix for Bug#14716 – Mails with attached mails (e.g. forwarded) containing period followed by long string in the subject may get stuck.
  • Bug#14795 – It is not possible to use ‘OTRS_Ticket_’ tags for ‘UserID’ parameter in process ‘DynamicFieldSet’ script action.
  • Bug#14798 – Dev::Tools::TranslationsUpdate includes the header of PO file into the language file for empty string.
  • Bug#14775 – ACL does not match process activity (ActivityEntityID).
  • Bug#13469 – Missing Signing and Encryption information in the Ticket zoom screen.
  • Bug#14615 – Outdated default Gravatar image URL. Gravatar image mm (mystery-man) is renamed to mp (mystery-person).
  • Bug#14793 – Shared Search Template chosen in the search profile toolbar does not work properly.
  • Bug#14600 – Broken layout in personal preferences.
  • Bug#14751 – Wrong favicon URL for US-CERT NVD in OutputFilterTextAutoLink###CVE system configuration item.
  • Bug#12726 – Automatic links to CVE numbers don’t work in TicketViewZoom.
  • Bug#14743 – Missing filter state in the queue view for queues with sub-queues.



Browser Support

  • JavaScript is required to use OTRS.

These browsers are not supported:

  • Microsoft Internet Explorer before version 11
  • Firefox before version 31
  • Safari before version 6

We recommend to use 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.


OTRS On-Premise customers should obtain the new product version from our exclusive download area at You need to be logged in with your OTRS-ID. Visit our download center

Release Details