Release Note

OTRS 7 Patch Level 8

May 31, 2019 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the 8th patch level release of OTRS 7.


Important for Upgrading

Please consult our admin manual for detailed instructions.


  • Updated translations, thanks to all translators.
  • Added Macedonian and Romanian translations.
  • Fixed storage engine detection in database check backend.
  • Improved hint for search operators and added link to the manual in the document search dialog.
  • Re-implemented switch to customer feature in the customer user and customer information center screens. Brought back SwitchToCustomer and SwitchToCustomer::PermissionGroup config options, it is now possible to impersonate customer users in the external interface.
  • Added knowledge base related articles to ‘Process Ticket Create’ screen.
  • Added posibility to include custom script resources and Content Security Policy headers in the external interface. Use ExternalFrontend::InlineScripts and ExternalFrontend::ExternalScripts config options for including custom scripts, and WebApp::Server::AdditionalOrigins for defining additional origins for production web server CSP headers. For more information, please see [the documentation](

Bug Fixes

  • Bug#14491 – Ticket::DefineEmailFrom not used for external notes. Added new system configuration options WebApp::API::Customer::DisplayNoteFrom and WebApp::API::Customer::DefaultAgentName to define if agent name should be shown in external notes in the external interface or should use a default generic name instead.
  • Bug#13867 – In the process management within TransitionAction,characters < and > are replaced by HTML escape sequences.
  • Bug#14512 – If the customer name has some special characters, the name is shown wrong on the answer article.
  • Bug#14398 – External images are automatically loaded in forward screen. New config named Ticket::Frontend::BlockLoadingRemoteContent has been added. It controls if loading of external resources will be blocked, by default it is disabled.
  • Bug#14500 – The behaviour of the webservices are not compliant to RFC 4648. After 76 characters we built in a linefeed (/n) which is not RFC compliant.
  • Bug#14472 – Processes do not get sorted alphabetically in external interface.
  • Bug#14520 – Knowledge base article is not shown as relevant if placed in a sub category.
  • Bug#14532 – Wrong comment / documentation for Daemon::SchedulerCronTaskManager::Task###GeneticInterfaceDebugLogCleanup in documentation and system configuration.
  • Bug#14463 – Knowledge base category and language management screens not accessible in admin overview.
  • Bug#14455 – OTRS tags ‘<OTRS_CUSTOMER_DATA_*>’ don’t work in templates of the type ‘Create’.
  • Bug#14514 – In the appointment calendar long entries in the team and agent list can be hidden behind the appointment overview window.
  • Bug#14400 – Reply adds the same email address for every connected customer user backend.
  • Bug#14480 – Incomplete placeholder for ticket filter in ticket overviews in the external interface. Improved placeholder by showing what can be used for filtering.
  • Bug#14470 – Removing custom pages in external frontend and then running OTRS fails.
  • Follow-up fix for Bug#13877 – Video call fails to be established with the latest Chrome version. On Oracle there was still an issue when trying to establish a video call connection in up-to-date browsers. Database statement failed by exceeding the limit in the condition value used for signal cleanup.
  • Bug#14509 – The agent’s notification bar has a wrong URL. It was only indicated by IE, since other browsers automatically redirected to the same page.
  • Bug#14504 – Queue based ACL does not work for AgentTicketActionCommon based screens.
  • Bug#14482 – File upload help text is wrapped and overflows on small resolutions.
  • Bug#14495 – Wrong initials for customer users with ‘title’ in external interface. Switched to using Firstname and Lastname fields for computing initials.
  • Bug#14511 – Statistic does not work during daylight saving time. Fatal error was fixed during generation of statistics based on an unexisting hour, which is lost during the time switch.
  • Bug#14481 – Customer session cleanup missing after SessionMaxIdleTime expiration.
  • Bug#14429 – OTRS Business Solution is still mentioned in OTRS 7.
  • Bug#14412 – CustomerID cannot be changed in ticket action for changing customer. Config option Ticket::Frontend::AgentTicketCustomer::CustomerIDReadOnly was not honored.
  • Bug#14494 – Wrong service selection in ticket search dialog. Tree view selection field has been improved to also work in modal dialogs.
  • Bug#14485 – The OTRS log shows ElasticSearch related deprecation errors.
  • Bug#14507 – ‘E-Mail Outbound’ and ‘Forward’ screen do not allow to select S/MIME or PGP encryption. Root cause was an incomplete fix for Bug#13476.
  • Bug#14464 – Chat monitoring button in the agent interface does not work.
  • Bug#14408 – Short description of CustomerID fields is not shown in the process views.


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