Release Note

OTRS 8 Patch Level 34

June 12, 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 34.


Important for Upgrading

Please consult our Update Guide for detailed instructions.


  • Updated translations, thanks to all translators.
  • Improved formatting for system configuration descriptions (requires Text::Markdown).
  • Optimized time calculations.

Bug Fixes

  • Implemented document search filters in the Agent Frontend. Please note that document search needs to be reindexed.
  • Typo in example process.
  • Ticket Hook Divider is not honored in some screens.
  • Ticket history entry for TicketSendEmail is not translated.
  • Customers from LDAP are not shown.
  • Appointment dynamic fields can’t be used without OTRSCalendarResourcePlanning package. Fixed by preventing Appointment dynamic field creation, when above feature addon is not installed.
  • SQL error message is shown when creating duplicate entities in the admin interface. With this fix, server side validation shows proper human readable message.
  • JavaScript error while accessing SysConfig. Added migration module which loads missing JavaScript file.
  • Ticket Type does not get translated.
  • Generic Agent actions are not logged in the Ticket History.
  • Process gets stuck, waiting for refresh (Processing, please wait...).
  • Statistics and reports not loading.
  • Attachments are missing if no subject/body is entered.
  • JavaScript error appears in the browser console when moving through Customer User field with keyboard arrows.
  • Different behavior of scroll bars in different browsers.
  • When ticket is closed, ticket lists append same data to the end of the list indefinitely. As a result, agent can see same tickets mutiple times in BOLs.
  • Wrong Customer User in the printed document generated in the External Frontend.
  • ACL is not triggered on default field values.
  • Elastic search syntax not working as expected. With this change, we removed N-gram tokenizer support. Therefore, document search returns more accurate results. On the other hand, terms with spelling mistakes might have no hits.
  • SLA change does not trigger ACL.
  • Error messages suggest to open a new bug report in the deprecated tool (
  • Reset to Default button do not reset the column width in the table.
  • Document search index status is displaying strange information.
  • Improved the custom configuration description of screens to reflect the current behavior.
  • Wrong From address in the merge email.
  • Unable to generate access token because of too small database column size.
  • Setting the layout in the background of an open flyout to be not scrollable on mobile.
  • Username column is overlapping checkbox in Customer User Address Book.
  • Wrong text color in OTRS Console after an error was printed.
  • Actions and Scroll To menu items aren’t aligned correctly.
  • Create Ticket button flickers when entering text in the body.
  • Queue metric result can be shown in the new tab.
  • Fixed Issue#596 – Change date is not updated in the Set Password action for a Customer User.
  • Save and close button in the create and edit statistics doesn’t leave the screen (stays on the same screen).
  • Added Customer User History and Customer History widgets to the process dialog.
  • ACLs does not get current form data when setting ticket properties.


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 34
  • Release date:
  • Release type:
    patch level