Release Notes: OTRS Help Desk 4 beta1 and OTRS::ITSM 4 beta1, OTRS Help Desk 3.3.9, OTRS::ITSM 3.3.9 and OTRS Appliance 1.0.9

Annalena Navarro von Starck <[email protected]> Tue, 9 Sep 2014 14:24:18 +0200

Newsgroups	gmane.comp.otrs.announce
Message-ID	<[email protected]>

Dear community members,

we are very proud to announce today the release of the first beta version of OTRS 4 (OTRS Help Desk and OTRS::ITSM) and furthermore the patch level releases of OTRS Help Desk 3.3.9 and OTRS::ITSM 3.3.9 with the OTRS Appliance 1.0.9

OTRS 4 beta1 contains a lot of new features in the area of productivity, working with external systems as well as installation & administration and development issues.

For example:

- A new cleaner flat design has been implemented.
- Agents can now reply directly to a ticket note and they can now make use of templates in all screens with internal notes.
- Ticket action screens (such as note, owner etc.) now allow to do actions without always creating an article.
- New ticket overview based on "my services" that an agent can subscribe to.
- Customer online list in Dashboard now links directly to CustomerInformationCenter page for the customer.
- Agents and customers can now search tickets by attachment name.
- New Dashboard Widget for running process tickets.
- The GenericInterface now also supports HTTP REST as network transport protocol.
- Postmaster filters are no longer limited to 4 match/set fields. They can now have a configurable amount of fields (default 12, up to 99).
- A new configuration option Ticket::MergeDynamicFields makes it possible to specify which dynamic fields should also be merged with a ticket.
- Added new options to check and restrict dynamic fields.
- New powerful template engine based on Template::Toolkit.
- A central object manager makes creating and using global objects much easier.

The new features in OTRS::ITSM 4 beta1 contain general improvements like the ported code to the OTRS 4 framework and new features in ITSM Incident Problem Management, Configuration Management and Change Management:

- Improved and more flexible incident state link propagation.
- GenericInterface for ITSM Configuration Management.
- Bulk actions for ITSM Configuration Management.
- New color flag for the "deployment state" in ITSM Configuration Management.
- Dynamic fields for ITSM Change Management. The freetext fields for changes and workorder have been migrated to more flexible dynamic fields.
- Improved and easier handling of templates for changes, workorders and change advisory boards (CAB).