RELEASE NOTES
- PUBLISHED:
- RELEASE TYPE:
- RELEASE:
- March 03. 2022
- Major Release
- 10.1.1
New Capabilities
The following functionalities are newly added in OTOBO 10.1:
- Process Tickets in the Customer Area: Customers can once again be involved in process tickets in the new customer area. To simplify for the customer, there is no separate option in OTOBO for creating a process ticket. Instead, the ticket is assigned to the respective process in the background via a GenericAgent.
- Processes: Process templates facilitate the creation of processes.
- OpenIDConnect: modern SSO authentication based on OAuth2 for customer users and agents. Also, authorization for agents.
- Webservice Templates: To simplify the integration of OTOBO with third-party systems, OTOBO now comes with three ready-made webservice templates (Bugzilla, Jira, OTOBO).
- Webservices: there are two new invokers for “TicketCreate” and “TicketUpdate”.
- Expansion of ACL functionality: In addition to dynamic fields, the unit “Subject-Body-Attachment” can now also be shown or hidden as needed at runtime.
- Overhauled S/MIME functionality: Graphical indications for encrypted/signed emails. Performance boost by decrypting directly upon email receipt. Introduction of an option to change the used S/MIME Cipher.
- Reports: Statistics can now be summarized in reports, presented attractively, and sent via email.
- Privacy Policy and Impressum: Links for privacy policy and Impressum have been added in the customer portal. The texts accessible there can be adjusted and translated directly in the admin interface using a rich text editor.
- Agent Interface: Email recipients can be easily moved between To/Cc/Bcc with a button click starting from 10.1. Additionally, multiple email addresses can be inserted at once.
- Customer Interface: Tooltips for dynamic fields facilitate usability.
- Webservices: Enhanced error handling – Elasticsearch Selfrepair and optimized handling of “valid” error messages prevent, for example, Elasticsearch from generating unqualified error messages when attempting to read encrypted tickets.
- Third Party Repo: To offer interesting packages from partners to the community in a centralized manner, an advanced package management system for OTOBO is being developed. Until its completion, there is temporarily a Third Party Repository. The first highlight in it is a Rocket.Chat integration from the University of Augsburg. Freicon contributes a package for providing text modules. Additionally, the OTOpar repository from Perl-Services is now directly accessible from the package management.
- Support for nested groups in LDAP User/Group synchronization
- Agent Interface: New dashboard element “Recently changed tickets” (DashboardMyLastChangedTickets)
- Customer Interface: Addition of Service and Status as ticket categories (colorful labels in the customer interface)
- Different StateTypes can be displayed on both agent and customer sides (Example: Tickets in “Waiting for Reminder” status can be displayed to customers as “open”)
- Additional Package Service Catalog: With an additional package, the entire service catalog can be graphically represented on the customer portal, and tickets for individual services can be opened directly from the view.
Enhancements
Framework
The following adjustments to the framework were made in OTOBO 10.1:
- Consistent use of the PSGI interface even under Apache (in OTOBO 10.0 only in Docker-based installations with Gazelle). This provides a consistent programming interface between the web server and application code, simplifying the integration of OTOBO into various web server scenarios and the integration of middleware.
- Support for S3-compatible storage solutions: Allows OTOBO to be operated even more easily as a cluster (e.g., with Kubernetes, MinIO, AWS). Storage requirements for delivering attachments optimized. Still experimental.
- Apache is supported only from Apache 2.4 onwards
- Consistent use of DBIx::Connector, even in console commands
- Articles can now also be cached in Redis
- The Content-Length header is now consistently set
- rpc.pl is no longer supported and has been removed
- Update to Elasticsearch version 7.16.2 (log4j 2.17.0) => see also the Release Notes for OTOBO 10.0.15.
Changed Default Configuration
The default settings of the following configuration options have been adjusted in OTOBO 10.1 to simplify system handling:
- AgentTicketZoom: Display of open (including new!) and closed tickets of the respective customer and customer user in the customer information
- AgentTicketZoom: Default display of stored time units per article (Ticket::ZoomTimeDisplay enabled)
- AgentTicketZoom: Display of various article filters in the ticket view (Ticket::Frontend::TicketArticleFilter enabled)
- AgentTicketZoom: Administrators can now view all articles in Plain Mode (Ticket::Frontend::PlainView enabled).
- AgentTicketNote: Communication between agents via internal notes is enabled by default (Ticket::Frontend::AgentTicketNote###InformAgent enabled)
- Outbound phone ticket: Default state changed to “open” (Ticket::Frontend::AgentTicketPhoneOutbound###State)
- Admin area: Display of 100, 250, or 500 dynamic fields in AdminDynamicField instead of the previous 10, 20, 30 (PreferencesGroups###DynamicFieldsOverviewPageShown)
- Ticket::Frontend::DynamicFieldsZoomMaxSizeSidebar -> increased to 40 characters
- Ticket::Frontend::CustomerInfoZoomMaxSize -> increased to 40 characters
- SystemMaintenance::TimeNotifyUpcomingMaintenance -> increased to two hours, meaning the notification is displayed 2 hours in advance instead of 30 minutes.
- LinkObject::ViewMode -> Changed to “Complex”. Links to linked objects are now displayed by default under the articles.
- The first and last name of the system user root@localhost has been changed to “– –”. Shared tickets are again assigned to this user to avoid confusion regarding ticket ownership and lock.
- Escalation notifications are now sent by default only to agents subscribed to the respective queue, instead of to all agents with write permissions on a queue as before.
The following configuration options are newly added in version 10.1:
- Ticket::CustomerViewableStateType – separate control of which statuses are considered “open” or “closed” for customers and agents (pending auto is closed for agents, open for customers)
- Frontend::DefaultInterface – Controls whether https://server/otobo/ redirects to index.pl, customer.pl, or public.pl.
- CustomerFrontend::Active/PublicFrontend::Active – enables/disables respective
- CustomerDashboard::Tiles###FeaturedLink-01: now includes the option to open the FeaturedLink from the customer dashboard in a new tab
Additional details
Bugfixes
- diverse
Do you have any questions or would you like to get started right away?
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Software downloads
Stable release package
Add-on packages
Manuals
Developer manual
User manual
Administrator manual
Installation guideline
Company
OTOBO | Empower Service Excellence to Make People Smile.
The Source Code Owner and Maintainer of OTOBO.
Software
Service Management Platform
OTOBO Demo
OTOBO Download
OTOBO Documentation
Report a security issues:
security@otobo.org
