Release Note

OTRS 7 Patch Level 15

February 07, 2020 — 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 15.


Important for Upgrading

Please consult our admin manual for detailed instructions.


  • Updated translations, thanks to all translators.
  • Update jquery to 3.4.1.
  • Improved session management in external frontend.
  • Removed database diagrams.

Bug Fixes

  • Bug#14917 – Permission problem with Notification and Group rights (NOTE/RO). When user sends a note to the ‘InvolvedAgent’, target user doesn’t receive notification if he doesn’t have the ‘RO’ permission (even if he has other permissions, like NOTE).
  • Bug#14931 – Widget of linked objects always appears if the LinkObject::ViewMode is Simple.
  • Bug#14920 – Unread customer notification view logs error if ticket is deleted in the meantime.
  • Bug#14908 – Line brakes are ignored in the long descriptions (Activity Dialog).
  • Bug#14942 – External interface build fails when language file exceeds 1MB.
  • Bug#14911 – SLA is not sorted alphabetically in external interface.
  • Bug#14935 – Support data collector shows error “Not all prerequisites for this module correctly installed – Selenium::Remote::Driver”.
  • Bug#14733 – ACL doesn’t work on external interface for any process attribute – ProcessID, ActivityID, ActivityDialogID.
  • Bug#14367 – Generic agent edit screen is slow when there are many dynamic fields.
  • Bug#13159 – Generic agent deletes the content of dropdown dynamic field if empty value is added. It only happens when ‘Add empty value’ is set.
  • Bug#14882 – Number of tickets is wrong in the customer information center if dynamic fields are used. If dynamic fields are used as attributes in Frontend::CustomerUser::Item###15-OpenTickets the number of tickets for the link in the customer information center is not displayed correctly.
  • Bug#14722 – Debug messages are shown as Daemon errors.
  • Bug#14900 – Multiselect dynamic field values are not handled properly in Transition action and Sequence flow screens. DynamicFieldSet module received string of coma separated values, but was expecting array.
  • Bug#14877 – In AdminServiceCatalogueItems screen there is missing warning when character limit is reached. There is a limit of 250 characters for the field Text.
  • Bug#14288 – CustomerUser is not set when ticket is created via Web Service. CustomerUser parameter expects customer user login, so when email is provided it didn’t worked out.
  • Bug#14867 – Customer users can open tickets in ‘ro’ queues if CustomerGroupSupport and ExternalFrontend::TicketCreate###Queue are enabled. In OTRS 7 there was missing permission type check for available queues in the external interface ‘new ticket’ screen. Therefore customer users could open tickets in queues where they only have ‘ro’ permissions.
  • Bug#14876 – Action AdminServiceCatalogueItems has ‘Link’ as mandatory.
  • Bug#14918 – Company link does not work on initial chat accept request in AgentChat screen.
  • Bug#14914 – Dynamic fields ProcessID and ActivityID are empty in Ticket List screen in external interface.
  • Bug#14907 – System uses wrong logo in OTRS 7 and OTRS 8 with the default configuration. File logo_bg.png should be used instead.
  • Bug#14896 – Process print action in process overview screen does not open in pop-up window.
  • Bug#14653 – Email recipients are not shown in the external interface.
  • Bug#14905 – After text selection (mark) in the ElasticSearch, dialog closes unexpected.
  • Bug#14895 – Caching issues with dropdown and multiselect dynamic fields when they are filled by ‘DynamicFieldFromCustomerUser::Mapping’ (Agent interface).
  • Bug#14910 – Missing prevents deployment of overridden invalid entity type database settings. If system has invalid setting stored in the SysConfig database which is overridden via ZZZ*pm files, rebuild fails and therefore machines can’t be deployed when upgrading the system.
  • Bug#14902 – Processes with the state ‘FadeAway’ are shown in external interface.
  • Bug#14903 – There is a space after some time values in statistics.


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