October 2017


How to Connect OTRS with GitHub

GitHub is a well-known online service in software development. Larger Open-Source-Projects, like OTRS, use GitHub for version management. Reason enough for us to present in our blog article, how you can create an issue in GitHub via OTRS, get current information and create comments for issues in GitHub.

Read here how to configure the GitHub Connector


New in OTRS 6: Enhanced Generic Interface

The Generic Interface in OTRS 6 will be improved thanks to the new XSLT-Editor. Furthermore, we added a new error-handling module.

Read more about the features of the XSLT-Editor

More information on the error-handling module of the Generic Interface


Security Updates available for OTRS Business Solution™ 5s and OTRS Business Solution™ 4

A vulnerability in the public chat of the OTRS Business Solution™ has been discovered. Attackers would have been able to manipulate the URL to access any active public chat, even if they were not participants of this particular chat. The vulnerability has been fixed in the OTRS Business Solution5s Patch Level 21 and in the OTRS Business Solution4 Patch Level 8. We recommend an upgrade via the OTRS Business Solution™ management module in the OTRS admin area.

Read more about the Security Advisory

Find more information on the latest OTRS Business Solution™ patches here

New OTRS 6 Beta Version and Many Public Module Releases are Available

On October 17th, we released many new patch levels. The OTRS 6 Beta 4 and OTRS::ITSM Module 6 Beta 2 are now available. We also released new patches for the public modules OTRS FAQ 5, OTRS Survey 5, OTRS Time Accounting 5, OTRS System Monitoring 5, OTRS Master Slave 5, OTRS Appointment Calendar 5, OTRS FAQ 4, OTRS Survey 4, OTRS Master Slave 4 and OTRS iPhone Handle 4.

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

Download the newest patches here

OTRS on the Road

This year’s edition of it-sa in Nuremberg was a big success!

For us, it-sa in Nuremberg was the first trade show with our brand-new solution STORM powered by OTRS.
We are delighted, that our product has been very well received amongst the 12.780 visitors of the show. In numerous talks with guests interested in IT security, we got a fantastic feedback and therefore we see our new tool in the right place for IT security processes. STORM supports companies in the implementation of consistent and secure processes to handle security incidents – a solution for Computer Emergency Response Teams (CERTs) and IT security managers.

This was the IT Service Management Conference and Exhibition SDI17MX in Mexico

OTRS attended this year’s IT service management conference and exhibition SDI17MX in Mexico as a gold sponsor. The main focus of the conference was on best practices, the future of service desks and a stronger customer orientation. As an ideal solution for fast changing ITSM standards, the benefits of OTRS Business Solution™ were presented by our Team from the Mexican subsidiary OTRS S.A. de C.V. Francisco Cruz, General Manager of OTRS S.A. de C.V., gave a talk on the evolution of the service desk and the related customer experience. Amongst the speakers at SDI17MX, there was also the former Mexican president .


OTRS S.A. de C.V. is your starting point for OTRS solutions on the LATAM market. Our OTRS Business Solution™ is the perfect choice for companies working with Help Desks, ITSM, Customer Service and the IT security industry.


Visit us @Fusion17, the Annual Conference for IT Service Management Professionals in Orlando, Florida

At FUSION17, we will show visitors to our booth the advantages of the OTRS process management module for company workflows. See how OTRS can simplify your IT service management and how ITIL-compatible processes of our software will make your resources more secure!

Read more about Fusion17 here

News from the OTRS Academy

OTRS Developer Training (Front End) in November

This two-day training course focusing on OTRS interface design is aimed at front-end developers and web designers, providing them with important know-how for customizing OTRS interfaces by creating skins (CSS) and themes (HTML).

For more information, click here

Become an OTRS Expert this Year!

Until the end of the year, we still have some seats left for the last OTRS Training Courses of 2017. Become an OTRS Administrator in Toronto in December, visit one of our OTRS Trainings in China or join one of our special training courses in Germany in November. If you are missing training opportunities in your region, contact us to get more information.

By the way: After the completion of the OTRS Administrator Training course, it is possible to have your knowledge certified. Become a certified OTRS Administrator with the OTRS Certification Program.

The next training possibilities are waiting for you here:

OTRS Administrator Training (German) (booked out)
Date: 06–09 November 2017
Location: Oberursel, Germany

OTRS Administrator Training (Chinese)
Date: 09–11 November 2017
Location: Shanghai, China

OTRS Expert Training (German)
Date: 13–14 November 2017
Location: Oberursel, Germany

OTRS Expert Training Process Management (German)
Date: 15–16 November 2017
Location: Oberursel, Germany

OTRS Developer Training (Front End) (German)
Date: 20–21 November 2017
Location: Oberursel, Germany

OTRS Administrator Training (German)
Date: 27–30 November 2017
Location: Oberursel, Germany

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

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

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