Release Note

OTRS 8 Patch Level 31

March 20, 2023 — 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 31.


Important for Upgrading

Please consult our Update Guide for detailed instructions.


  • Updated translations, thanks to all translators.
  • Improved device UUID handling in agent and external interface.
  • Improved Credentials Certificates storage.
  • Improved ACL handling.

Bug Fixes

  • TicketSearch operation can not use meta state types Open and Closed to list all visible or not visible tickets in Generic Interface.
  • Added Code Editor for YAML configuration in SysConfig.
  • Priority colors can be defined/adjusted in admin frontend.
  • Force well-ordered keepalive timeout for proxy between Apache and Mojolicious.
  • During DBUpdate force only the refresh of valid credentials.
  • Improved certificate credentials to notify that an update is needed before expires in X seconds. Added system configuration item Credentials::CanRefreshBeforeExpire
  • OAuth Credential check does not use OTRS Proxy settings.
  • Images are not loaded when Frontend::PrefixPath setting is set.
  • Optimized storage of ticket history records.


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 31
  • Release date:
  • Release type:
    patch level