Release Note

OTRS 8 Patch Level 28

November 28, 2022 — OTRS Group, the world’s leading provider of the OTRS service management suite, including the fully managed OTRS solution and the ITIL® 4-compliant IT service management software OTRS::ITSM, today announces the first release of the OTRS 8 patch level 28.


Important for Upgrading

Please consult our Update Guide for detailed instructions.


  • Fixed npm audit issues.
  • Updated translations, thanks to all translators.
  • Fixed failing screen config migration when widget module is missing.

Bug Fixes

  • Not possible to hide ProcessManagementActivityId and ProcessManagementProcessID dynamic fields in the External Interface. In order to hide above dynamic fields, please disable them in the ExternalFrontend::TicketDetailView###DynamicField (do not remove them completely, just disable).
  • Not possible to configure group permissions for the address book. The fix introduces following settings where such configuration is possible: AgentFrontend::CustomerCompanyAddressBookList::PermissionGroup and AgentFrontend::CustomerUserAddressBookList::PermissionGroup.
  • Implement new CustomerUser / CustomerCompany Operations for WebServices.
  • Dynamic field ProcessManagementActivityStatus is listed in the Available fields in the User Task Activity Dialog editor.
  • Misleading validation error message in Generic Agent. When Ticket::SearchIndex::WarnOnStopWordUsage is set and user tries to search for too short or too long terms, the validation error message is not clear.
  • Extra trailing space (  character) is added by the CKEditor in the External Interface.
  • Remaining pending time is not shown correctly when OTRSTimeZone is not in UTC.
  • Show Ticket button doesn’t work in ticket notification popup.
  • Request-URI Too Long error when exporting BOLs with many Dynamic Fields.
  • Agent sessions multiply when idle timeout expires, if SSO is enabled.
  • Document search doesn’t find search terms within huge content (articles / attachments with more than 1.000.000 characters). Issue happens with Elastic search 7 and above.


Browser Support

  • JavaScript is required to use OTRS.

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 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

  • Release name:
    OTRS 8 Patch Level 28
  • Release date:
  • Release type:
    patch level