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August 2010

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Release Note OTRS Help Desk 3.0.0 beta2
by Hauke Böttcher 23 Aug '10

23 Aug '10

+++++++++++++++++++++++++ Release Note ++++++++++++++++++++++++ Release: OTRS 3.0.0 beta2 Status: beta Feature List: http://lists.otrs.org/pipermail/announce/2010/000133.html BUGFIXES: =================== * Bug# 5635 - It's not possible to open Ticket Search feature in own browser tab. [ http://bugs.otrs.org/show_bug.cgi?id=5635 ] * Bug# 5625 - Article Zoom Screen -> New Message Indicator is not removed after clicking on an article item. [ http://bugs.otrs.org/show_bug.cgi?id=5625 ] * Bug# 5663 - In Global Ticket Overview, in M+L Mode, orange hyper links are not shown on hover a record. [ http://bugs.otrs.org/show_bug.cgi?id=5663 ] * Bug# 5627 - "Fulltext" attribute in new ticket search feature is missing for initial use. [ http://bugs.otrs.org/show_bug.cgi?id=5627 ] * Bug# 5628 - In new Ticket Search, the attribute TicketCreateTime wording is wrong + Checkbox is not longer needed. [ http://bugs.otrs.org/show_bug.cgi?id=5628 ] * Bug# 5659 - In Global Ticket Overview, Small View, "FROM/SUBJECT" is problematically to read. It was changed to "FROM / SUBJECT". [ http://bugs.otrs.org/show_bug.cgi?id=5659 ] * Bug# 5690 - In AgentTicketZoom, "reset filter" is not taken over for next login. [ http://bugs.otrs.org/show_bug.cgi?id=5690 ] * Bug# 5676 - Ticket Free Time selection in customer panel is broken, caused by wrong "for" statement inside Label. [ http://bugs.otrs.org/show_bug.cgi?id=5676 ] * Bug# 5633 - Customer user information is not shown in ticket zoom if it was set by AgentTicketCustomer. [ http://bugs.otrs.org/show_bug.cgi?id=5633 ] * Bug# 5661 - In Global Ticket Overview, with IE7 and L-Mode, Hover of first Ticket overlaps Action Row Area. [ http://bugs.otrs.org/show_bug.cgi?id=5661 ] * Bug# 5579 - Spaces in filenames are converted to + characters when downloading in IE. [ http://bugs.otrs.org/show_bug.cgi?id=5579 ] * Bug# 5684 - Drag & Drop in agent dashboard is not working with IE7. [ http://bugs.otrs.org/show_bug.cgi?id=5684 ] * Bug# 5650 - Height of the article list is not retained. [ http://bugs.otrs.org/show_bug.cgi?id=5650 ] * Bug# 5689 - The body of the response message is incomplete. [ http://bugs.otrs.org/show_bug.cgi?id=5689 ] * Bug# 5669 - The customer panel login shows "Request new password" on FF 3.5. [ http://bugs.otrs.org/show_bug.cgi?id=5669 ] * Bug# 5652 - Can't select Service and SLA when creating new tickets in agent interface. [ http://bugs.otrs.org/show_bug.cgi?id=5652 ] * Bug# 5612 - Change free text fields not working correct in Firefox. [ http://bugs.otrs.org/show_bug.cgi?id=5612 ] * Bug# 5613 - WYSIWYG Editor not in center position. [ http://bugs.otrs.org/show_bug.cgi?id=5613 ] * Bug# 5643 - Articles are sorted alphabetically in TicketZoom. [ http://bugs.otrs.org/show_bug.cgi?id=5643 ] * Bug# 5654 - Missing shortcut icon (product.ico). [ http://bugs.otrs.org/show_bug.cgi?id=5654 ] * Bug# 5648 - Submitting a note does not work as expected in all scenarios. [ http://bugs.otrs.org/show_bug.cgi?id=5648 ] * Bug# 5660 - In Global Ticket Overview, with IE7: S/M/L, character is not clickable, only hover area is clickable, fixed changing images for S/M/L letters. [ http://bugs.otrs.org/show_bug.cgi?id=5660 ] * Bug# 5742 - Outgoing email link detection does not work properly. [ http://bugs.otrs.org/show_bug.cgi?id=5742 ] * Bug# 5682 - Collapse / expand for GenericAgent extended. [ http://bugs.otrs.org/show_bug.cgi?id=5682 ] * Bug# 5724 - Security leak: Edit HTML source code as customer. [ http://bugs.otrs.org/show_bug.cgi?id=5724 ] * Bug# 5679 - In "New Ticket" in customer interface, selecting the queue automatically submits the ticket. [ http://bugs.otrs.org/show_bug.cgi?id=5679 ] * Bug# 5598 - Address Book To: field does is not populated. [ http://bugs.otrs.org/show_bug.cgi?id=5598 ] * Bug# 5725 - Missing labels for search-terms in customer interface. [ http://bugs.otrs.org/show_bug.cgi?id=5725 ] * Bug# 5764 - No move option in S/M/L mode available. [ http://bugs.otrs.org/show_bug.cgi?id=5764 ] * Bug# 5662 - In Global Ticket Overview, in L-Mode, template support is missing in "Reply" feature. [ http://bugs.otrs.org/show_bug.cgi?id=5662 ] * Bug# 5722 - Customer interface does not display error messages when creating a ticket. [ http://bugs.otrs.org/show_bug.cgi?id=5722 ] * Bug# 5760 - ding a new ticket in the customer interface can result in 2 tickets. [ http://bugs.otrs.org/show_bug.cgi?id=5760 ] * Bug# 5611 - In Agent Interface, Company Button has the same function as Tickets Button. [ http://bugs.otrs.org/show_bug.cgi?id=5611 ] * Bug# 5727 - Ticket search results are not sortable in Customer Interface. [ http://bugs.otrs.org/show_bug.cgi?id=5727 ] * Bug# 5728 - Ticket history shows wrong date and time for agent actions "createtime" (actually shows user creation date). [ http://bugs.otrs.org/show_bug.cgi?id=5728 ] * Bug# 5639 - Global Overview: No action when clicking a row in S/M/L view mode. [ http://bugs.otrs.org/show_bug.cgi?id=5639 ] * Bug# 5768 - No tickets shown at customer interface if no open tickets exist. [ http://bugs.otrs.org/show_bug.cgi?id=5768 ] * Bug# 5783 - Warning: Ticket locked! message when replying to unlocked ticket. [ http://bugs.otrs.org/show_bug.cgi?id=5783 ] * Bug# 5697 - IMAP Connector Failing in IMAP mode, IMAPS is working. [ http://bugs.otrs.org/show_bug.cgi?id=5697 ] YOUR CONTRIBUTION: =================== * We kindly ask for your assistance to update the translation files! The current status can be found here: http://users.otrs.com/~me/i18n/ SOFTWARE DOWNLOAD: =================== Please note that we have relaunched our website www.otrs.com. The software can now be downloaded exclusively * http://otrs.org/download/ * http://otrs.org/download/#otrs3 * ftp://ftp.otrs.org/pub/otrs/ (Germany/Hamburg) A complete list of all download mirrors (ftp/http/rsync) is available at http://otrs.org/download/ MD5 MESSAGE DIGEST (128-bit) CHECKSUMS: ======================================= 671fcf671589a9c7a2259bd939f6d448 http://ftp.otrs.org/pub/otrs/RPMS/suse/9.0/otrs-3.0.0-beta1.noarch.rpm 40ccb96994c403ded3afdac252002092 http://ftp.otrs.org/pub/otrs/RPMS/suse/9.1/otrs-3.0.0-beta1.noarch.rpm 52e61d7646e5cf5ccde303a4e4bd305c http://ftp.otrs.org/pub/otrs/RPMS/suse/10.0/otrs-3.0.0-beta1.noarch.rpm 22880569164249143bebe1454ec0fa33 http://ftp.otrs.org/pub/otrs/RPMS/suse/11.0/otrs-3.0.0-beta1.noarch.rpm ddf97bd52c6a8b1345adb8582b8f8604 http://ftp.otrs.org/pub/otrs/RPMS/fedora/4/otrs-3.0.0-beta1.noarch.rpm f765773b82d3cc9488d6a3430048b1d4 http://ftp.otrs.org/pub/otrs/otrs-3.0.0-beta1.tar.gz b31c90cb2d7af9b10feb74e6d4cdb168 http://ftp.otrs.org/pub/otrs/otrs-3.0.0-beta1.tar.bz2 edb685352761ca6f860089d27299c240 http://ftp.otrs.org/pub/otrs/otrs-3.0.0-beta1.zip 7560f688623999c4347c0ddc188163a5 http://ftp.otrs.org/pub/otrs/otrs-3.0.0-beta2-win-installer-2.3.1-beta1.exe UPGRADING: ========== For those folks who are using OTRS 2.4 and want to upgrade to OTRS 3.0 please read the UPGRADING and INSTALL files. We do not recommend to upgrade to OTRS 3.0.0 beta2 for production. FEEDBACK & BUG REPORTING: ========================= Although OTRS 3.0.0 beta2 has been tested before, we appreciate your contributions. As always, you’re encouraged to tell us what you think, using this feedback e-Mail: [enjoy(a)otrs.com] or by filing a bug in Bugzilla [http://bugs.otrs.org] -- Hauke Jan Böttcher Director Marketing OTRS AG Norsk-Data-Straße 1 61352 Bad Homburg Deutschland T: +49 (0) 6172 681988 10 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt.ID: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender) OTRS mobilisiert Ihren Help Desk. Die OTRS iPhone App zum freien Download: http://www.otrs.com/de/produkte/iphone-app/

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Major Release Note OTRS 3.0.0 beta1
by Hauke Böttcher 02 Aug '10

02 Aug '10

+++++++++++++++++++++++++ Release Note ++++++++++++++++++++++++ Release: OTRS 3.0.0 beta1 Status: beta The Time has come to welcome a brand new generation of the worlds leading Open Source OTRS Help Desk solution. The new major release of OTRS Help Desk 3.0 comes with a brand new graphical user interface based on a fully redesigned information architecture. You will benefit from quicker access to relevant informations, a higher transparency and increased efficiency in your daily work. OTRS Help Desk 3.0 was designed based on a huge variety of interviews with power users from different industries and in close cooperation with a leading agency in professional user experience. We are proud to present the fabulous result to you today. TOP NEW FEATURES OF OTRS 3.0: ============================= (1) User Centered redesign of the Graphical User Interface which results in a dramatic shift from a comprehensive but static to a more powerful and dynamic application using state-of-the art technologies like Ajax, xHTML and optimized CSS. (2) New Ticket und Article Indicator - This new feature has been implemented on both ticket and article level. It allows an agent at a glance to check for any updates within a ticket or on the article level to check for new and unread articles. You benefit from increased transparency and decreased response times. (3) Optimized Fulltext Search - the new search feature allows you to flexibly customize the way you browse the information base. Options the new search feature provides range from single search-string searches to complex multi-string boolean search operations including various operators. You benefit from fully customizable searches according to your needs. (4) New Ticket Zoom View - The redesign based on Ajax technology allows agents to display complex and linked information structures in real-time while keeping the agents' current working environment. The agent will benefit from increased orientation and increased workflow efficiency. (5) Global Ticket Overviews - Well known from OTRS 2.4 the global ticket overviews have been optimized to achieve increased inter- activity. Depending on the use case and preferences of your agents they can easily change the ticket overviews layout according to their special needs. Options are small, medium and large, each providing a different degree of information details. (6) Accessability - The redesign includes common accessibility standards WCAG and WAI-ARIA which also allows handicaped users to better interact with OTRS Help Desk. The US Rehabilitation Acts Section 508 has been fulfilled. (7) New Customer Interface - The customer web front-end can be integrated to your orgnizations intranet and is fully integrated into the redesigned help desk system. (8) Archive Feature - OTRS 3.0 now offers a new archiving feature. With a separated archive you'll benefit from a reduced time spent for searches and increased display of results. YOUR CONTRIBUTION: =================== * We kindly ask for your assistance to update the translation files! The current status can be found here: http://users.otrs.com/~me/i18n/ SOFTWARE DOWNLOAD: =================== Please note that we have relaunched our website www.otrs.com. The software can now be downloaded exclusively * http://otrs.org/download/ * http://otrs.org/download/#otrs3 * ftp://ftp.otrs.org/pub/otrs/ (Germany/Hamburg) A complete list of all download mirrors (ftp/http/rsync) is available at http://otrs.org/download/ MD5 MESSAGE DIGEST (128-bit) CHECKSUMS: ======================================= 29cc032d027a2b4f079646538e697141 http://ftp.otrs.org/pub/otrs/RPMS/suse/9.0/otrs-3.0.0-beta1.noarch.rpm 0be8a378952b8b30cdc3965266e241e3 http://ftp.otrs.org/pub/otrs/RPMS/suse/9.1/otrs-3.0.0-beta1.noarch.rpm 6cbca252eb134df10dfd0ffc0bae0798 http://ftp.otrs.org/pub/otrs/RPMS/suse/10.0/otrs-3.0.0-beta1.noarch.rpm 65a1c65f2c41bc5281327c3bc811acda http://ftp.otrs.org/pub/otrs/RPMS/suse/11.0/otrs-3.0.0-beta1.noarch.rpm 16cbe0225d20e22dd13895058ffb0168 http://ftp.otrs.org/pub/otrs/RPMS/fedora/4/otrs-3.0.0-beta1.noarch.rpm 81e6ee4e3fdd6aac9e5c617c07c75322 http://ftp.otrs.org/pub/otrs/otrs-3.0.0-beta1.tar.gz a2e248738f0fb536d9741bb4f9f57401 http://ftp.otrs.org/pub/otrs/otrs-3.0.0-beta1.tar.bz2 522373d816b55a1cb01f0397bf42f6c1 http://ftp.otrs.org/pub/otrs/otrs-3.0.0-beta1.zip 8e0be49c27b151f1d346a84a77f5db98 http://ftp.otrs.org/pub/otrs/otrs-3.0.0-beta1-win-installer-2.3.0-beta1.exe UPGRADING: ========== For those folks who are using OTRS 2.4 and want to upgrade to OTRS 3.0 please read the UPGRADING and INSTALL files. We do not recommend to upgrade to OTRS 3.0.0 beta1 for production. FEEDBACK & BUG REPORTING: ========================= Although OTRS 3.0.0 beta1 has been tested before, we appreciate your contributions. As always, you’re encouraged to tell us what you think, using this feedback e-Mail: [enjoy(a)otrs.com] or by filing a bug in Bugzilla [http://bugs.otrs.org] -- Hauke Jan Böttcher Director Sales & Marketing OTRS AG Norsk-Data-Straße 1 61352 Bad Homburg Germany T: +49 (0) 6172 681988 10 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Business Location: Bad Homburg Country Court: Bad Homburg, HRB 10751 VAT ID: DE256610065 Chairman: Burchard Steinbild Managing Board: André Mindermann (CEO)

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