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August 2006

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OTRS 2.1.0 beta1 (Playa Esmeralda) is released!
by Hauke Böttcher 02 Aug '06

02 Aug '06

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 10%. 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. PDF-Generator: 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 features. 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: ============== Framework: ========== 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! Ticket: ======= 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 Download: ========= The new Release OTRS 2.1.0 beta1 (Playa Esmeralda) is now available for Download: http://otrs.org/ 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! http://bugs.otrs.org/ And now, ((enjoy)) 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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