Dear Community Members,
+++++++++++++++++++++++++ Release Note ++++++++++++++++++++++++
We are proud to present to you the first Open Source, ITIL compliant IT service management solution - OTRS::ITSM 1.0 beta2 (Whitehaven Beach).
IT today is being asked to manage an increasingly complex environment with higher levels of service and quality. To keep critical IT services available to their users or at least reduce the downtime in case of an incident an effective incident and problem management is neccessary. But even then the complexity and continious change of todays IT Infrastructure compoments are hard to manage. That is, where configuration management and the configuration management data base (CMDB) comes into play.
The CMDBs main objectives are to provide a solid data basis for all following service management processes as well as providing accurate and up-to-date infrastructure information. This major key success factor is provided by OTRS::ITSM right from the beginning. In addition to all relevant configuration items (CI) the CMDB will also provide informations regarding their relations and interdependencies amongst each other and within the service chains.
The new OTRS::ITSM modules are capable to run under OTRS 2.2.0 which has been released in a first beta Apr.5th. Due to this fact, you will benefit from all yet known, well tested and powerful features of OTRS.
New Features added:
===================
- ITIL® compliant incident management-, problem management- and configuration
management-processes
- Integrated configuration management data base (CMDB)
- Configuration Item Life-Cycle-Management
- IT-Service-Catalog including a view on all current Agreements (SLA, OLA, UC)
- Management of CIs technical and service-related relations and interdependencies
- Proactive impact-, problem- and trend analysis respectively in advance to
configurational changes
- Software-Licensemanagement
- Logging of all configurational changes to datas stored in the CMDB
- ITIL® compliant use of roles according to the authorization concept
- Recording, classification and priorization of Incidents
- Assistance for identification and diagnosis, as well as service-recovery,
closing and incident documentation
- Activity logging and continuous monitoring and analysis of a tickets
workprogress
- Provision of relevant time datas, e. g. for Service-Level-Management
- Support for Problem-identification, recording, classification, priorization
- Assistance for Problem-diagnosis, coordination of a solution (e. g. Workaround
or Request for Change), closing and documentation as a Known Error.
- Provision of relevant informations to sub-processes: problem control, error
control and proactive problem management
- Provision of Management Information (regarding Incidents, Problems and Known
Errors)
- Constant view on current/historical Incidents based on Knowledge Base (FAQs) and
datas stored in the CMDB
- Pointed, automatic notifications to User(- groups) or the management regarding
the progress of problem solution
- and much more.
About Whitehaven Beach:
=======================
Traditionally our new releases bear the name of a famous beach. According to its unique role in the segment of IT service management solutions, OTRS::ITSM was given the name of one of the worlds most famous places to be 'Whitehaven Beach'. With a percentage of 99.7% of quartz crystal, the magnificent pure-white sand of Whitehaven Beach is what one would call 'paradise on earth'. It is located at the east coast of Whitsunday Island (Queensland, Australia) and extends to a lenght of 8 kilometers - Cool !
Download:
=========
o ftp://ftp.otrs.org/pub/otrs/itsm
(a full list of all download mirrors (ftp/http/rsync) is available at
http://otrs.org/download/)
MD5 message digest (128-bit) checksums:
=======================================
55ca6b94d367f95782bf0cf96bf5df76 otrs-itsm-1.0-beta2.tar.gz
Important for Installation:
===========================
An installation guide has been added. Please read the file: INSTALL.ITSM and follow the given instructions.
Bug Reporting:
==============
Although OTRS::ITSM 1.0 beta2 has been tested before, we appreciate your
contributions and bug reports. You, the OTRS Community, has always been an
invaluable source of helpful suggestions, fair comments and well skilled
testers to us.
Therefore a great "THX!" goes out to you!
o http://bugs.otrs.org/
((enjoy))
Hauke Jan Boettcher
Sales & Marketing Director
((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: D - 61352 Bad Homburg
Fon: +49 (0) 6172 681988 10 :: Fax: +49 (0) 9421 56818 18
http://www.otrs.com/ :: Communication with success!
Dear Community Members,
+++++++++++++++++++++++++ Release Note ++++++++++++++++++++++++
We are proud to announce OTRS 2.2.0 beta2 (Playa Esmeralda) today.
This is the latest release of OTRS 2.2, and contains some bug
fixes. For a complete list see below.
Changes:
========
- Fixed bug# 1755 - an Issues to start two files due to wrong permissions.
- Fixed bug# 1757 - Issue to install postgres db was caused by a null value in the
column "escalation_start_time" which violated a not-null constraint.
- Fixed bug# 1745 - The Invalid SQL-statements in AgentTicketQueue view have been
fixed.
- Fixed bug# 1741 - "PostmasterFollowUpStateClosed" caused bugs on follow up
actions.
- Fixed bug# 1744 - The issue to create an xml_storage table in utf8 charset on
mysql database has been solved.
- Fixed bug# 1739 - The issue to insert a new SLA by using the admin-webinterface
after having upgraded to 2.2.0 beta1 is fixed.
- The bulgarian language file has been updated (thx: Alex Kantchev!)
- A new arabic (Saudi Arabia) language file has been added (thx: Mohammad Saleh!)
Download:
=========
o ftp://ftp.otrs.org/pub/otrs/ (Germany/Hamburg)
(a full list of all download mirrors (ftp/http/rsync) is available at
http://otrs.org/download/)
MD5 message digest (128-bit) checksums:
=======================================
0f8f829e27ddef8412010c5489bfb615 RPMS/suse/7.3/otrs-2.2.0-beta2.i386.rpm
10d5efcf21e0427e7ea254923e8fe43d RPMS/suse/8.x/otrs-2.2.0-beta2.i386.rpm
fd6200a6a225398014ff65ee3664ecd4 RPMS/suse/9.0/otrs-2.2.0-beta2.i386.rpm
11ab5d50c7ee5708572961140056eb0e RPMS/suse/9.1/otrs-2.2.0-beta2.i386.rpm
41e9d4349507a340741f80ae7bfa2717 RPMS/suse/10.0/otrs-2.2.0-beta2.i386.rpm
f069b58a4d98ea3bfd6f1a309574e0a4 RPMS/redhat/7.x/otrs-2.2.0-beta2.i386.rpm
10a05b98b46c0c8e7ca8fe90195f2c17 RPMS/redhat/8.0/otrs-2.2.0-beta2.i386.rpm
3ca8060956729d912bd12a7881ad9461 RPMS/fedora/4/otrs-2.2.0-beta2.i386.rpm
5beb642e550e017e2e49455df255ea2c SRPMS/suse/7.3/otrs-2.2.0-beta2.src.rpm
201e1c133d99fdc4797a26f20bddd049 SRPMS/suse/8.x/otrs-2.2.0-beta2.src.rpm
3988739189b50a6ab3c1aa9ce9c1c896 SRPMS/suse/9.0/otrs-2.2.0-beta2.src.rpm
e9aab1eafe74363bed06de73b46ba97b SRPMS/suse/9.1/otrs-2.2.0-beta2.src.rpm
c2b3ba1460a181791318560ba5566de8 SRPMS/suse/10.0/otrs-2.2.0-beta2.src.rpm
d85453e9e3c55436693b539608ce55d1 SRPMS/redhat/7.x/otrs-2.2.0-beta2.src.rpm
ad69bcca3f9732cfca1df3307f0d8361 SRPMS/redhat/8.0/otrs-2.2.0-beta2.src.rpm
64909e7935014890cf85756265aeafa4 SRPMS/fedora/4/otrs-2.2.0-beta2.src.rpm
991758e420659d9bc27daf20c163ff9a otrs-2.2.0-beta2.tar.gz
63a050a26552f73805aeb8a16d2010c3 otrs-2.2.0-beta2.tar.bz2
Important for Upgrading:
========================
For those folks who are using OTRS <OTRS_ReleaseMainLast> and want to upgrade
to 2.2.0 beta2 please read the UPGRADING and INSTALL files.
Bug Reporting:
==============
Although OTRS 2.2.0 beta2 has been tested before, we appreciate your
contributions and bug reports. You, the OTRS Community, has always been an
invaluable source of helpful suggestions, fair comments and well skilled
testers to us.
Therefore a great "THX!" goes out to you!
o http://bugs.otrs.org/
((enjoy))
Hauke Jan Boettcher
Sales & Marketing Director
((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: D - 61352 Bad Homburg
Fon: +49 (0) 6172 681988 10 :: Fax: +49 (0) 9421 56818 18
http://www.otrs.com/ :: Communication with success!
Dear Community Members,
+++++++++++++++++++++++++ Release Note ++++++++++++++++++++++++
We are proud to announce OTRS 2.1.7 (Playa Esmeralda).
This is the latest release of OTRS 2.1, and contains some bug
fixes. For a complete list see below.
The OTRS team recommends all OTRS 2.1.x users to upgrade to OTRS 2.1.7.
Changes:
========
o Added rpm packages for Fedora Core 4, 5 and 6 to auto build service.
o Updated Kernel/Language/pt_BR.pm translation file - Thanks to Fabricio
Luiz Machado!
o Fixed bug# 1551 - decode_mimewords() in ArticleWriteAttachment() dies
due to utf-8.
o Fixed bug# 1650 - crypt/sign bug in AgentTicketCompose screen.
o Fixed bug# 1659 - Uploading and Saving Pictures in MSSQL won't
work with bigger Files (~700KB).
->MSSQL ONLY<- You also need to change some tables by using:
ALTER TABLE web_upload_cache ALTER COLUMN content TEXT NOT NULL;
ALTER TABLE article_plain ALTER COLUMN body TEXT NOT NULL;
ALTER TABLE article_attachment ALTER COLUMN content TEXT NOT NULL;
ALTER TABLE article ALTER COLUMN a_body TEXT NOT NULL;
ALTER TABLE standard_response ALTER COLUMN text TEXT NOT NULL;
ALTER TABLE standard_attachment ALTER COLUMN content TEXT;
ALTER TABLE sessions ALTER COLUMN session_value TEXT;
ALTER TABLE xml_storage ALTER COLUMN xml_content_value TEXT;
ALTER TABLE package_repository ALTER COLUMN content TEXT NOT NULL;
o Fixed upload cache problem in win32 with .pdf files.
o Fixed bug# 1442 and 1559 - ArticleFreeKey and ArticleFreeText default
selection does not work.
o Fixed ticket# 2007031242000149 - session backend fails to insert
sessions bigger the 4k on oracle database backend.
o Fixed ticket# 2007022342000586 - attachment problem with oracle
backend if utf-8 is used.
Download:
=========
o ftp://ftp.otrs.org/pub/otrs/ (Germany/Hamburg)
(a full list of all download mirrors (ftp/http/rsync) is available at
http://otrs.org/download/)
MD5 message digest (128-bit) checksums:
=======================================
590a982ad6a3c9f4940879e54f398d39 RPMS/suse/7.3/otrs-2.1.7-01.i386.rpm
13282fb7c14b57c59093c0e91378ae1e RPMS/suse/8.x/otrs-2.1.7-01.i386.rpm
d623846a3011d8fbc9655baf2e04451b RPMS/suse/9.0/otrs-2.1.7-01.i386.rpm
679e332fa5be9dd59ce610e13d8f7075 RPMS/suse/9.1/otrs-2.1.7-01.i386.rpm
ee948722bf78aaa8cc33c6df4f39333f RPMS/suse/10.0/otrs-2.1.7-01.i386.rpm
1e09fd805db46d2064e780144e8d1f6d RPMS/redhat/7.x/otrs-2.1.7-01.i386.rpm
c0d644b7f9ef7ac2203ca17af13d7e2e RPMS/redhat/8.0/otrs-2.1.7-01.i386.rpm
83a06dceb2bea2aeb6e16fe96729c6e0 RPMS/fedora/4/otrs-2.1.7-01.i386.rpm
2ab2f32eeacc59b9d0face6a23ba1e03 SRPMS/suse/7.3/otrs-2.1.7-01.src.rpm
a8b3e6cd84f920fa1de3371ff4ff7fd1 SRPMS/suse/8.x/otrs-2.1.7-01.src.rpm
4e9cf138ac0203c4067566e71639b7ea SRPMS/suse/9.0/otrs-2.1.7-01.src.rpm
cfae6299f10ca6beaa18905e732012de SRPMS/suse/9.1/otrs-2.1.7-01.src.rpm
512352b89c0d5e7b18e42f1ee2a0b113 SRPMS/suse/10.0/otrs-2.1.7-01.src.rpm
3cd64b6f747d9fc61cb9c12256798e99 SRPMS/redhat/7.x/otrs-2.1.7-01.src.rpm
415c1313db06c7c675489e736e7fefc2 SRPMS/redhat/8.0/otrs-2.1.7-01.src.rpm
7e6dd736549ebfc364a10bb61e6676ad SRPMS/fedora/4/otrs-2.1.7-01.src.rpm
2646432d4d00bbe5e5284e4f242a553a otrs-2.1.7.tar.gz
05c12c945ca1e7b89c56ac7b3c38031e otrs-2.1.7.tar.bz2
Important for Upgrading:
========================
For those folks who are using OTRS 2.0 and want to upgrade
to 2.1 please read the UPGRADING and INSTALL files.
Bug Reporting:
==============
Although OTRS 2.1 has been tested before, we appreciate your
contributions and bug reports. You, the OTRS Community, has always been an
invaluable source of helpful suggestions, fair comments and well skilled
testers to us.
Therefore a great "THX!" goes out to you!
o http://bugs.otrs.org/
((enjoy))
Hauke Jan Boettcher
Sales & Marketing Director
((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: D - 61352 Bad Homburg
Fon: +49 (0) 6172 681988 10 :: Fax: +49 (0) 9421 56818 18
http://www.otrs.com/ :: Communication with success!
Dear Community Members,
+++++++++++++++++++++++++ Release Note ++++++++++++++++++++++++
We are proud to announce OTRS 2.2.0 beta1 (Ipanema) today.
Major Changes:
==============
- Support of Services and SLAs -
As major step towards IT Servicemanagement OTRS 2.2 brings in the new
Attributes 'Service' and 'Service Level Agreements (SLA)'. While creating
a new ticket a service requester has to select both a service (e. g. email-service)
and a related SLA . SLA attributes are "response time", "update time" and
"solution time". These attributes are used by the IT Service Organization
for notification and escalation purposes in order to keep the agreed SLA.
Service- and SLA-related informations within incoming email headers might
also be used by the Postmaster-Filter as already known before.
- Support of native ticket types -
Ticket types can now be managed over the admin interface. The use of a You
do not need longer to use a ticket free text field isn't necessary anymore.
Installations which already uses a ticket free text field for ticket type
classification do not need to migrate. This feature will also be shown in
zoom and print view for agents and customers and can be changed via the
agent interface.
- Support of multiple authentication backends -
Added support of multi authentication feature for agent and customer backend.
By using this feature it is now possible to use multiple trusted authentication
sources (i.e. use LDAP as a first source for athentification and in case of an
unsuccessful authentification try a SQL DB as a second source).
- Support of different password crypt types -
Supported and permitted password authentication types for agent and/or customer
login are:
- unix_crypt()
- md5()
- plain()
Default is 'unix_crypt()'. The administrator can easily switch from unix_crypt()
to md5() on the fly by changing the sysconfig.
- Changed OTRS internal CustomerUser structure -
Customer datas (CustomerUser) are restructured and split into the objects
"CustomerCompany" and "CustomerUser" within the internal OTRS database. Company
related attributes like company name and address will be managed separately from
those attributes related to a single contact (e.g. prename, surname, phone etc.).
This information will be shown in zoom and print like the current customer info.
- Enhanced OPM-Format -
OPM Packages are now delivered with an additional online help. The introducing
page will inform the user about new features and will also give him a short
overview about the next steps to do after having installed the packages.
- PostMaster-Admin-Interface -
The improvement has lead to a more detailled definition of those email adresses
which have to be matched by PostMaster filter.
- SysConfig Improvement -
A quicker page view and page saving leads to essential time savings during
configuration process.
Download:
=========
o ftp://ftp.otrs.org/pub/otrs/ (Germany/Hamburg)
(a full list of all download mirrors (ftp/http/rsync) is available at
http://otrs.org/download/)
MD5 message digest (128-bit) checksums:
=======================================
fcb9f188a958fdaac0325a23a88a667b RPMS/suse/7.3/otrs-2.2.0-beta1.i386.rpm
b4e3039a156f596ed656458cca8d0f91 RPMS/suse/8.x/otrs-2.2.0-beta1.i386.rpm
0f5967ae0bfd139fbea152800f44e4d6 RPMS/suse/9.0/otrs-2.2.0-beta1.i386.rpm
90e84406b95f7aedca56005560202298 RPMS/suse/9.1/otrs-2.2.0-beta1.i386.rpm
bfbc6732c52b7ff8e729c1c7d21d46b0 RPMS/suse/10.0/otrs-2.2.0-beta1.i386.rpm
05e88450b223a22aefd7083013c038d4 RPMS/redhat/7.x/otrs-2.2.0-beta1.i386.rpm
90f36c0246b85ed7de30e1b218b22ab9 RPMS/redhat/8.0/otrs-2.2.0-beta1.i386.rpm
69ec619ad47d23810a4172b5a684b491 RPMS/fedora/4/otrs-2.2.0-beta1.i386.rpm
9100519b1aa719609d5eb8e89683d206 SRPMS/suse/7.3/otrs-2.2.0-beta1.src.rpm
12183ae0b3095f5cddc8c35ade6edf40 SRPMS/suse/8.x/otrs-2.2.0-beta1.src.rpm
d64635d0004a9faf405ba95b6e99ce6e SRPMS/suse/9.0/otrs-2.2.0-beta1.src.rpm
7912ebb33dc9b99218c3528e63a728d2 SRPMS/suse/9.1/otrs-2.2.0-beta1.src.rpm
f59af930712482a19da2ffab7f2166e7 SRPMS/suse/10.0/otrs-2.2.0-beta1.src.rpm
e6054099400df54f3a5fa1a2583eb1c6 SRPMS/redhat/7.x/otrs-2.2.0-beta1.src.rpm
22bfe31fedfab6738d5fa9364cf5d74c SRPMS/redhat/8.0/otrs-2.2.0-beta1.src.rpm
e97c3424ceadb4ba3e1cbe4782a4e111 SRPMS/fedora/4/otrs-2.2.0-beta1.src.rpm
00acfbee3d18e387cec9b5c1d25772a8 otrs-2.2.0-beta1.tar.gz
69892d1b0416286e11f5cd0995f45480 otrs-2.2.0-beta1.tar.bz2
Important for Upgrading:
========================
For those folks who are using OTRS 2.1 and want to upgrade
to 2.2 please read the UPGRADING and INSTALL files.
NEW Phone / Fax-Numbers:
========================
The Telephone / Fax-Number of our german Office in Straubing, has changed to:
Phone: +49 (0)9421 - 56818 - 0
Fax: +49 (0)9421 - 56818 - 18 [central fax service]
The Telephone / Fax-Number of our german Office in Bad Homburg, has changed to:
Phone: +49 (0)6172 - 681988 - 0
Fax: +49 (0)9421 - 56818 - 18 [central fax service]
Bug Reporting:
==============
Although OTRS 2.2.0 beta1 has been tested before, we appreciate your
contributions and bug reports. You, the OTRS Community, has always been an
invaluable source of helpful suggestions, fair comments and well skilled
testers to us.
Therefore a great "THX!" goes out to you!
o http://bugs.otrs.org/
((enjoy))
Hauke Jan Boettcher
Sales & Marketing Director
((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: D - 61352 Bad Homburg
Fon: +49 (0) 6172 681988 10 :: Fax: +49 (0) 9421 56818 18
http://www.otrs.com/ :: Communication with success!
