[announce] OTRS 2.1.0 beta1 (Playa Esmeralda) is released!

Hauke Böttcher hb at otrs.com
Wed Aug 2 13:32:48 CEST 2006

Dear Community Members,

+++++++++++++++++++++++++ Release Note ++++++++++++++++++++++++

OTRS 2.1.0 beta1 (Playa Esmeralda) is released!

The Open-Source-Ticket-System with a brand new Statistics-Framework and
FAQ-Module / For the first time OTRS supports the Microsoft® SQL Server.

Bad Homburg, 02.08.2006 – The successful Open-Source-Project OTRS today
releases the new Beta-Release of its Ticketsystem: OTRS 2.1 (alias: „Playa
Esmeralda“) brings about essential improvements in analysis and control of
Helpdesk- and Call-Center-Activities, the first time supports (in an
experimental Status) Microsoft SQL Server-Plattforms and accelerates Ticket
handling due to numerous new Features. The first-class OTRS Developer Team
achieved an essential performance gain of up to 50% (Ticket search) compared
to the previous version. On an average basis the total performance gain is

New OTRS 2.1 Key Features:

New Statistics-Framework:

A powerful approach of menu-driven Reports- and Statistics generation has
been realized with OTRS 2.1. On the basis of granular access authorization
gain access and define your Reports- and Statistics in a more flexible way
than ever. Export- and Importfunctions allow to transfer Statistics once
defined between different OTRS systems.


Reports and Statistics as well as the results of a ticket search can now be
exported or printed in PDF-Format. An additional PDF-export of a ticket zoom
will still be realized during the beta-phase to complete the PDF Generator

Microsoft SQL Server:

The first time OTRS offers an interface to MS SQL Server platforms. Next to
Database Systems like MySQL, PostgreSQL, MaxDB/SAP, Oracle and DB2, MS SQL
is the most   desired database system our customers asked for.

New implemented FAQ-Module:

OTRS makes allowance for the need of an efficient Knowledge Management
within daily Service Request handling. Fundamental in this context is a
quick access towards existing problem-solving Know-How and standardized
answers. Advantages: optimized search-functions, more effective
administration of FAQ-Articles, faster Navigation and opportunities to rate
an existing FAQ-Article.

Support of hierarchical Team-Structures:

New Features like the  „Ticket Supervisor“ and the „Ticket Watchers“ support
working within Teams. While the „Ticket Supervisor“ enables authorized
Teammembers to depute a Ticket to another Service Agent without loosing the
right to edit this ticket the „Ticket Watcher“ allows you to track a ticket
passive on the basis of an individual watchlist. 

Optimized Follow-Up-Detection:

In addition to the subject heading, OTRS also checks for referable ticket
numbers inside the Email-body and further attachments. This new feature aims
to automatically assign an incoming Service Request to an existing Incident
much faster than before.

And many other new features.

Major Changes:

   o new feature to sync ldap groups into otrs grous/roles
   o added module to serve a local OTRS repository as remote
      OTRS repository (e. g. to transport packages from test to
      productive systems)
   o added online repository access for bin/opm.pl
   o added unit test system for whole OTRS
   o added persian translation - Thanks to Amir Shams Parsa!
   o added Slovak translation
   o added Danish translation - Thanks to Thorsten Rossner!
   o updated Norwegian translation - Thanks to Knut Haugen
   o updated Brazilian Portuguese translation - Thanks to
      Fabricio Luiz Machado!

   o improved HTML/CSS
   o improved ticket zoom to shown attachments with html title
      about attachment info (name, size, ...)
   o added own X-OTRS-FollowUp-* header for incoming emails if
      Queue, State, Priority, ...  should be changed with follow
      up emails (see: doc/X-OTRS-Headers.txt)
   o added OTRS_Agent_* tags like OTRS_Agent_UserFirstname and
      OTRS_Agent_UserLastname for salutation and signature templates
   o added 8 more ticket free text fields (now 16 are available)
   o changed ticket escalation method, escalation start will be
      reseted after every "new" customer message and after agent
      communication to customer

The new Release OTRS 2.1.0 beta1 (Playa Esmeralda) is now available for


MD5 message digest (128-bit) checksums

f0fcd5a792eb46c5d9b8de9f777f63cb RPMS/suse/7.3/otrs-2.1.0-beta1.i386.rpm
224d0b43e75e79d90b35f98e3ec16bf8 RPMS/suse/8.x/otrs-2.1.0-beta1.i386.rpm
754b80ae1c7d1d68494fa2de089a24a3 RPMS/suse/9.0/otrs-2.1.0-beta1.i386.rpm
001298bc1a2f653dd79694116b7b902d RPMS/suse/9.1/otrs-2.1.0-beta1.i386.rpm
9770bea9077bc2e34cd6b0c9a3213787 RPMS/suse/10.0/otrs-2.1.0-beta1.i386.rpm
64e919905d4d23328a1319d5a8068497 RPMS/redhat/7.x/otrs-2.1.0-beta1.i386.rpm
0bef5ca1a3d7bf155ff1fdf5e5d1e086 RPMS/redhat/8.0/otrs-2.1.0-beta1.i386.rpm
6a342ccfc53300ebb43d264a0df67305 SRPMS/suse/7.3/otrs-2.1.0-beta1.src.rpm
772d927af7d00fc246cbbe03653462f7 SRPMS/suse/8.x/otrs-2.1.0-beta1.src.rpm
6bbb35277e6179085e8b5fada0236875 SRPMS/suse/9.0/otrs-2.1.0-beta1.src.rpm
0a366bc14afbf526a0e63468de84a627 SRPMS/suse/9.1/otrs-2.1.0-beta1.src.rpm
c623f91e380d2201f1f6b807cfa1e1f1 RPMS/suse/10.0/otrs-2.1.0-beta1.src.rpm
76af0bd4e29afbe4e08d6b3995b58f1e SRPMS/redhat/7.x/otrs-2.1.0-beta1.src.rpm
2534db6863ba8dd21ecaf35339a52023 SRPMS/redhat/8.0/otrs-2.1.0-beta1.src.rpm
5bf6639ff599392443979a90382d0a9c otrs-2.1.0-beta1.tar.gz
a5a216457b7e1e31dc7af2c756648c2a otrs-2.1.0-beta1.tar.bz2

Bug Reporting:

Although OTRS 2.1 has been tested before, it is now on you to turn the new
beta-release inside out. You, the OTRS Community, has always been an
invaluable source of helpful suggestions, fair comments and well skilled
tester to us. Therefore a great "THX!" goes out to you!


And now,


Hauke Jan Böttcher
Sales & Marketing Manager

((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: D - 61352 Bad Homburg
         Fon: +49 (0) 6172 18076 43 :: Fax: +49 (0) 6172 18076 90
           http://www.otrs.com/ :: Communication with success! 

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