Release Note

OTRS 7 Patch Level 27

June 14, 2021 — 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 27.


Important for Upgrading

Please consult our admin manual for detailed instructions.


  • Updated translations, thanks to all translators.
  • Updated npm packages and fixed audit issues.
  • Fixed npm audit issues.
  • Added possibility to create links between tickets and appointments created by ticket appointments rules.
  • Improved URL detection handling.
  • Improved date time output in the ticket overview.

Bug Fixes

  • Ticket#2021042842003776 – Not possible to search for valid Customers and Customer users in the admin overview screens.
  • Ticket#2021051042000685 – Avatar menu not shown if LDAP backend is used for agents.
  • Ticket#2021011442000694 – “Article subject will be empty if the subject contains only the ticket hook!” warning is shown when replying to a ticket, although subject does not contain only the ticket hook.
  • Ticket#2021041942000876 – No queue selection in new process ticket if only ‘create’ permission is set.
  • Ticket#2021030442000851 – If fetching one mailbox is stuck, fetching other mailboxes won’t be performed. Next time, when fetching emails is executed, same mailbox could still be stuck. As a result, other mailboxes are not being fetched.
  • Ticket#2021031742004261 – Hide/show dynamic field feature is not working in processes.

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 9 will not support Internet Explorer anymore.
  • OTRS 9 will not support Oracle as application database anymore.


OTRS Group managed customers who are using product versions that are reaching end of maintenance and support must be updated by our Customer Solution Team by scheduling an individual maintenance appointment in order to continue receiving necessary releases and support. OTRS On-Premise customers must obtain a newer product version by ordering our migration services.

Release Details