+++++++++++++++++++++++++
Release Note ++++++++++++++++++++++++
Release: OTRS
Help Desk 3.0.1
Status: Stable
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.
SUPPORTED ENCODING:
===================
* The default internal character set of OTRS
was changed to UTF-8.
Please see the UPGRADING file if
you upgrade from an older version
of OTRS for any implications this
may have for you.
* We recommend to change existing non-UTF-8
installations of OTRS
to UTF-8 with the upgrade to 3.0.
* All other encodings are now deprecated.
* OTRS 3.1 will only allow UTF-8 as internal
charset.
Improvements
Bugfixes and Improvements Since 3.0.beta7
* Bug#6268 - Error in web installer when
setting up RPM on CentOS.
[ http://bugs.otrs.org/show_bug.cgi?id=6268 ]
* Bug#6271 - In IE8 customer name does not
come up when you create
new Tickets and enter customer name.
[ http://bugs.otrs.org/show_bug.cgi?id=6271 ]
* Bug#6225 - User creation gives confusing
error message when email
address is incorrect.
[ http://bugs.otrs.org/show_bug.cgi?id=6225 ]
* Bug#6266 - Order of TicketOverview columns
in CPanel.
[ http://bugs.otrs.org/show_bug.cgi?id=6266 ]
* Bug#5984 - Attachment is lost when replying
/ forwarding / splitting
articles.
[ http://bugs.otrs.org/show_bug.cgi?id=5984 ]
* Bug#6222 - Links are not displayed
completely in HTML articles.
[ http://bugs.otrs.org/show_bug.cgi?id=6222 ]
* Bug#6257 - Watched Tickets ToolBarModule
does not have a shortcut
defined - leads to display issues.
[ http://bugs.otrs.org/show_bug.cgi?id=6257 ]
* Bug#6254 - Reloading article in ticket zoom
corrupts encoding.
[ http://bugs.otrs.org/show_bug.cgi?id=6254 ]
* Bug#6111: i18n - Admin Link relation edit
screens translation issues.
[ http://bugs.otrs.org/show_bug.cgi?id=6111 ]
* Bug#6061: Field size harmonization.
[ http://bugs.otrs.org/show_bug.cgi?id=6061 ]
* Updated zh_CN translation, thanks to Never
Min!
* Bug#6251 - Admin Group Interface produces an
error log entry.
[ http://bugs.otrs.org/show_bug.cgi?id=6251 ]
* Bug#5043 - All Tickets / Locked Tickets View
in QueueView missing.
[ http://bugs.otrs.org/show_bug.cgi?id=5043 ]
* Bug#6238 - Global Overview settings are
centered on the results,
not on the page.
[ http://bugs.otrs.org/show_bug.cgi?id=6238 ]
* Bug#6071 - Ticket Zoom - back button does
not work as expected.
[ http://bugs.otrs.org/show_bug.cgi?id=6071 ]
* Bug#5788 - IE Browser Error "Out of
memory at line: 35".
[ http://bugs.otrs.org/show_bug.cgi?id=5788 ]
* Bug#6227 - Customer User creation gives
confusing error message
when email address is not validated.
[ http://bugs.otrs.org/show_bug.cgi?id=6227 ]
* Bug#6241 - Need Ticket::!ViewableStateType
in Kernel/Config.pm.
[ http://bugs.otrs.org/show_bug.cgi?id=6241 ]
* Bug#6240 - Agent Dashboard - ticket opens
only when clicking on
the number.
[ http://bugs.otrs.org/show_bug.cgi?id=6240 ]
* Bug#5935 - TicketSearch Button - various
improvements.
[ http://bugs.otrs.org/show_bug.cgi?id=5935 ]
* Bug#6113 - SysConfig - add a shortcut to
"Change" button.
[ http://bugs.otrs.org/show_bug.cgi?id=6113 ]
* Bug#5930 - Optimisation in
Kernel::Modules::!CustomerTicketOverView->!ShowTicketStatus.
[ http://bugs.otrs.org/show_bug.cgi?id=5930 ]
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/
BROWSER SUPPORT Agent Interface:
===============================
* JavaScript is required to use the agent
interface
These browsers are not supported:
* Versions older than Microsoft Internet
Explorer 7
* Versions older than Firefox 3
* All versions of Netscape
SOFTWARE DOWNLOAD:
===================
Please note that we have relaunched our
website www.otrs.com.
The software can now be downloaded
exclusively
* 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:
=======================================
c1d83343ee90be9dc03216ce1a2a71e9
http://ftp.otrs.org/pub/otrs/RPMS/suse/9.0/otrs-3.0.1-01.noarch.rpm
c4dbc2ad8b7eb844f2174f3e20348a9e
http://ftp.otrs.org/pub/otrs/RPMS/suse/9.1/otrs-3.0.1-01.noarch.rpm
4812d32e57d21560876357089e2ec526
http://ftp.otrs.org/pub/otrs/RPMS/suse/10.0/otrs-3.0.01-01.noarch.rpm
de3e3039481ce3c5d05b3c2fa72b345b
http://ftp.otrs.org/pub/otrs/RPMS/suse/11.0/otrs-3.0.1-01.noarch.rpm
e1ab127ea6b70ed1387447d340dfc4e0
http://ftp.otrs.org/pub/otrs/RPMS/fedora/4/otrs-3.0.1-01.noarch.rpm
e3d5d123a0657cb4d20860d82c0ed0a7
http://ftp.otrs.org/pub/otrs/otrs-3.0.1.tar.gz
1a5ae491de3e5756e3c8aa4a772f8a31
http://ftp.otrs.org/pub/otrs/otrs-3.0.1.tar.bz2
7e7f0fee3771e7829b8e2eb955153183
http://ftp.otrs.org/pub/otrs/otrs-3.0.1.zip
70c881f03cfbfe1ff8832efd22f163ef
http://ftp.otrs.org/pub/otrs-3.0.1-win-installer-2.4.1.exe
UPGRADING:
==========
For those folks who are using OTRS 2.4 and
want to upgrade to 3.0 please read the UPGRADING and INSTALL files.
FEEDBACK & BUG REPORTING:
=========================
Although OTRS 3.0.1 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 at
otrs.com]
or by filing a bug in Bugzilla [http://bugs.otrs.org].