November 2017

OTRS Business Solution™ 6 available

Finally, the time has come: Since November 21st the new major release OTRS Business Solution™ 6 is available.

The new release is fully packed with exciting new features:

  • Drag & Drop File Upload
  • Draft-Mode for Notes & emails
  • Time zone support
  • Avatar for Agents
  • New Communication Channel: SMS
  • New graphical interface for system configuration & personal settings
  • History for the system configuration: restores previous revisions




Introducing the new OTRS 6 Features: SMS Tickets, Drafts, Drag & Drop Multi-File Upload and many more.

The OTRS 6 comes with many new improvements. OTRS now also sends articles as text messages to your phone, saves unfinished articles as drafts to work continue working on messages later, plus the redesigned admin area offers along with many new features also a change history to track changes transparently.

Discover more about the new features of the OTRS 6 in the OTRS blog



Vulnerability fixed – malicious command execution no longer possible!

A recently discovered vulnerability allowed OTRS agents to open specific OTRS URLs and execute shell commands with the rights of a web server user. The vulnerability affects all releases of OTRS 5, OTRS 4 and OTRS 3.3.
It is closed with the current patches OTRS 5 Patch Level 24, OTRS 4 Patch Level 26 and OTRS 3.3.20.
For the ideal protection of your system, we recommend to updating to the latest version.

All details and information can be found here.


In November, a lot was happening. The new major release of the OTRS Business Solution™ alone resulted in a large number of notifications – in addition to other published patches.

In November, the development of OTRS 6 entered the final phase. Following the launch of the Release Candidate earlier this month, the new version of the OTRS 6 has been available since November 21st. The additional package OTRS::ITSM 6 is also available for download and also the free features for OTRS 6.

Additionally, the previous versions OTRS 5, OTRS 4 and OTRS 3.3. received new security patches.

Get further information about the patches on the release note overview page

Download the newest patches here


OTRS on the Road

How was it at FUSION17 in Orlando?

The annual IT Service Conference was held in Orlando from October 31 to November 3.

At our booth, we informed the numerous visitors about the advantages of the OTRS process management module for business processes. FUSION17 proved to be an excellent platform for inspiring discussions on enterprise service management and how our software optimally meets these requirements. In addition, we congratulate the winner of our raffle, who can look forward to a new iPad.


Orlando is calling!

OTRS will be back at PINK. From February 18–21, 2018 the 22nd International IT Service Management conference and exhibition takes place in Orlando. This time, the motto of the event is Adopt, Adapt & Apply and how to tackle the dynamics of today’s business processes. Speakers will present in over 120 sessions solutions and concepts on this challenge. Learn at the OTRS booth how to use the OTRS Business Solution™ to simplify your business processes and ensure the best possible customer support with our software.

Find out more about OTRS at Pink17 here


Customer Voice

Optimized response time improves customer service at SES Techcom Services

“OTRS was our selected solution to implement ITIL-oriented workflows. The performance of our operations and configuration management has benefitted significantly.”

– Georges Amirza, Service Manager, SES Techcom Services

Read the entire success story of SES Techcom Services on our website


News from the OTRS Academy

OTRS Administrator Training

This four-day intensive training course provides important skills for installing, configuring, customizing and maintaining your OTRS solution. The training consists of two modules. Days 1-3 deal with the OTRS Help Desk, the 4th day is all about OTRS process management.

Find an OTRS Administrator Training


You already have enough of gift shopping and cookie baking? Are you looking for a change in the pre-Christmas season? Of course, we also offer exciting OTRS trainings in December.

The Christmas month is all about the OTRS Administrator training. This is a seminar offered for Linux platforms directly from us as a manufacturer. We devote whole days to this important topic 4 (in Beijing 3).

As a special highlight, following the OTRS Administrator Training, you can have your knowledge confirmed with a test. Become a certified OTRS Administrator with the OTRS Certification Program.


The next training possibilities are waiting for you here:

OTRS Administrator Training (German)
Date: 04–07 December 2017
Location: Straubing, Deutschland

OTRS Administrator Training (Chinese)
Date: 07–09 December 2017
Location: Peking, China

OTRS Administrator Training (English)
Date: 11–14 December 2017
Location: Toronto, Canada