Release Note

OTRS 7 Patch Level 7

April 26, 2019 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the 7th patch level release of OTRS 7.


Important for Upgrading

Please consult our admin manual for detailed instructions.



  • Updated translations, thanks to all translators.
  • Follow-up: Improved print layout in the External interface.
  • Made article header expansion state configurable. For this, there is is a new setting `Ticket::Frontend::ArticleHeadVisibleDefault`, which is inactive by default and can be activated to show the article header area expanded by default.
  • Updated npm module dependencies.

Bug Fixes

  • Bug#14055 – Translation of “copy” to german in AdminNotificationEvent wrong.
  • Bug#14415 – External Interface Internet Explorer Error.
  • Bug#14449 – AdminSystemMaintenance causes wrong error Message in Customer-Frontend.
  • Bug#14469 – GenericInterface::Operation::Generic::RPC has no effect.
  • Bug#14442 – Legacy references to customer interface and public interface.
  • Bug#14345 – The timestamp information in the action AdminLog is wrong.
  • Bug#13762 – FAQ History Entry created on install shows first FAQ entry double in FAQ journal.
  • Bug#14243 – It is possible set system address to invalid even though there is auto response with this address.
  • Bug#14418 – Internal server error on TicketSendEmail script settings configuration in AdminProcessManagementActivity.
  • Bug#14474 – Some strings are not translated in Support Data Collector.
  • Bug#14436 – Merged cells are not fit to agenda overview table.
  • Bug#14476 – Command invalid in 66.1Ticket::SearchIndex::Attribute.
  • Bug#14457 – Selecting several entries via Customer User Address Book stops to import into to field if one entry has an error.
  • Bug#14473 – Config Ticket::Frontend::Overview::PreviewArticleSenderTypes does not work.
  • Bug#14461 – Can’t deactivate TicketMove via ACL in Bulk-Action.
  • Bug#14414 – The customer information widget is not update in the view of new ticket on split.
  • Bug#14475 – Duplicated search request for the search again with a new search query.
  • Bug#14426 – Customer interface FAQ OTRS 7 table format wrong in article.
  • Bug#14386 – Chat Icon is disappearing.
  • Bug#14447 – Unnecessary error screen in Bulk action of Queue View.
  • Bug#14420 – Priority does not get translated in ticket detail view side widget on external interface.
  • Bug#14435 – Knowledge Base sometimes shows wrong results.
  • Bug#14440 – ExternalFrontend::StateMap does not work well.
  • Bug#14269 – If you filter for ‘has attachments’ in the external frontend, you see also tickets which have no attachment in the detail page.
  • Bug#14462 – Missing breadcrumbs in reports and statistics screens.
  • Follow-up fix for Bug#14129 – Incorrect handling of RootNavigation in AdminSystemConfiguration.
  • Bug#14459 – Process Management: Cannot create ticket with SLA.
  • Bug#14441 – Reference to no longer existed AdminOTRSBusiness.
  • Bug#14422 – AgentPreferences advanced action screen throw javascript error on config group selection.


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