RELEASE NOTES
The new major release OTOBO 11.0.2 is now available
More flexibility for your service management and a fully revamped CMDB 11.0 (Beta)
- PUBLISHED:
- RELEASE TYPE:
- AFFECTED RELEASE:
- May 28, 2024
- Major Release
- 11.0.2
The new OTOBO 11.0 offers a significant boost in flexibility for your service management. And that’s not all – the simultaneously released, fully revamped CMDB 11.0 (Beta) ensures a tighter integration between asset management and service management processes – the perfect prerequisite for outstanding service in IT and beyond.
New Capabilities
BOOST FOR MORE FLEXIBILITY
New dynamic fields provide more power under the hood
New dynamic fields and field functions offer a significant increase in flexibility
- Script fields take conditional logic to the next level. With OTOBO 11, script fields can evaluate conditions using logical operators or perform calculations. For example, to ensure that orders comply with predefined budget guidelines or to determine the warranty status of products. The result can be displayed in the ticket, trigger subsequent processes, or affect the visibility of fields.
- DynamicFieldSet accelerates the configuration of complex forms: Multiple dynamic fields can be combined into a set and embedded as a fixed element at various points, always in the same constellation – e.g., combining first name, last name, and address.
- MultiValue offers the possibility to dynamically add or remove script fields or field sets in ticket forms using ⊕ | ⊖ at runtime, e.g., to capture multiple articles with quantities and prices.
- References offer the possibility to directly access OTOBO objects such as Agent, Customer (User), Ticket, CI, and CI Version via dynamic fields, enabling direct access from customer management to the CMDB and vice versa.
- In combination with lens fields, you can even reference attributes within referenced CIs. For example, you can directly update the hard drive of a computer linked to a ticket in the CMDB from a procurement process.
- The new dynamic General Catalog field allows you to centrally manage lists and embed them in parallel in different ticket forms. The rich text field enables formatting of descriptive texts, and the Attachment field allows adding attachments.
- Filter functions, namespaces, and a YAML editor for configuring ticket forms simplify administration and offer additional flexibility.
COMPACT AND TRANSPARENT
Smart ticket forms are flexible, adaptable, and high-performance
With OTOBO 11.0, ticket forms can now be customized even more individually.
- Dynamic fields can now be displayed in different ticket forms with varying orders and individual labels.
- Multicolumn capability: Dynamic fields can be arranged in a grid with any number of columns.
- MultiValue: Dynamically add or remove dynamic fields and sets using ⊕ | ⊖ at runtime.
- Read-only: Fields can be displayed with a preselected value in selected ticket forms, e.g., to provide information from previous process steps as a reference without allowing further changes.
- Process Tickets: Good News – all new ticket form features are also available in process tickets.
CONVENIENT AND TRANSPARENT
Easily maintain translations through the administrator interface
With OTOBO 11, maintaining multilingual systems becomes significantly more comfortable.
- Individual translations are now maintained directly through the administrator interface, rather than in hidden system files.
- Comfortable filter and display options provide the ability to specifically search for elements in the system that have not yet been translated.
- Import/Export: Terms can either be translated directly in the interface or exported to an Excel list, translated there, and then re-imported.
FULLY REVAMPED
Configuration Management Database (CMDB) 11.0.1 (Beta)
A unified view of all assets and their connections.
With the newly revamped CMDB, Configuration Management, Asset Management, Ticket Management, and Process Management continue to converge. The revamped CMDB provides higher transparency across all assets required for delivering your services.
- Dynamic Fields – All dynamic fields now expand the functional scope to also include formulas in Configuration Items (CIs).
- CI Visibility in Self-Service Portal – You can now provide CIs for viewing within the Self-Service Portal to authorized employees and customers. Users can then search and further filter the results.
- CI Visibility and Access Rights – Control directly at the CI level which users/groups can view and access CIs.
- The new reference and lens fields enable easy modification of CI attributes from referenced objects, even from tickets. For example, you can view and modify the hard drive of a referenced PC with corresponding permissions.
- The simple Tree View displays the hierarchical relationships between your CIs. Your teams gain valuable insights into CI relationships and dependencies, can better plan change processes, and assess risks.
- CI Class Definitions: You want to get started right away, but not from scratch? To help you import your assets into the CMDB more quickly, we provide the most important CI classes and data sets out of the box. These can be easily tailored to your needs.
- Data Import: You’re already using the CMDB and want to bring existing data along during the upgrade? We’ve got that covered too, so nothing gets lost.
Important Note on the Beta Version of CMDB
The ITSMConfigurationManagement 11 package has undergone significant changes. Version 11.0.1 is considered a beta release. We recommend waiting for the beta phase to complete before deploying this version of CMDB in production and upgrading.
When upgrading, it’s necessary to migrate your existing ConfigItem class definitions to the new structure. This can be accomplished using the console script bin/otobo.Console.pl Admin::ITSM::Configitem::UpgradeTo11. During execution, the definitions will be updated, and dynamic fields will be created for all user-defined (legacy XML) attributes.
New standard class packages are available and can be imported into Admin->ConfigItems.
OTOBO 11
Enhancements
Editing Internal Articles
- Finally, tidy tickets and revision security: With OTOBO 11.0, it’s now possible to edit internal articles retroactively and even delete them. Tickets remain transparent and are always up-to-date. Individual editing steps are stored in versions on the ticket for traceability.
CKEditor 5
- With OTOBO 11.0 comes the new state-of-the-art CKEditor 5. CKEditor 5 is an ultra-modern JavaScript rich text editor with MVC architecture, customizable data model, and virtual DOM. It was written from scratch in ES6 and offers excellent webpack support. The CKEditor 5 is compatible with Electron and mobile devices (Android, iOS).
Quick Time Buttons
- Individually configurable Quick Time Buttons allow ticket pending times to be extended or shortened by preconfigured time periods, e.g., by 1 week.
Customer Info Tile
- A rich text tile for the self-service portal that can be adapted and filled via the administrator interface. It offers the possibility of maintaining and displaying parallel notes from different areas and can be supplemented with a news ticker strip for particularly urgent messages, which is embedded throughout the entire self-service portal.
Approval Buttons and Dynamic Field Display in Processes
- Accept/Reject buttons now enable direct confirmation or rejection of process steps within the process, without the detour via popups. Plus: The Hide/Show functionality for dynamically showing or hiding fields during runtime is also available in processes.
Marking Tickets as ‘Read | Unread’
- Tickets and articles in tickets can be manually marked as read/unread to maintain an overview.
Disabling Time Tracking
- The obligatory time tracking can be disabled for specific actions. Thus, the tedious creation of empty notes to track time units is now a thing of the past.
Set ‘Next Status’
- Think one step ahead. Ticket templates now offer the possibility of directly defining the next ticket status.
Displaying Ticket Information in the Self-Service Portal
- Via SysConfig, ticket information can be set to be generally displayed in the service portal . This function serves as preparation for displaying CMDB information in the self-service portal in conjunction with CMDB 11.0.
Hiding of Invalid Elements
- To increase transparency in the administrator interface, invalid elements are now hidden by default. An individual adjustment of the setting is possible via a control box.
Delegating Restricted Administration Rights
- With the LightAdmin functionality, you can specifically make certain elements of the administrator area accessible to other user groups, e.g., to enable departments to maintain their own addresses, signatures, and templates.
Kerberos for Web Services
- Kerberos authentication for web services is now available available.
Preparations for the Configuration Management Database (CMDB)
- A series of preparations have been made for the revamped CMDB.
Reporting
- Statistics can now be defined at the article level.
Bugfixes
OTOBO 11.0.2
- [Bugfix] Allow GenericInterface operation TicketSearch to search for Namespace dynamic fields (#3396)
- [Bugfix] In DynamicField Type “Agent” option PossibleNone is not working (#3421)
- [Bugfix] Clean up included field handling in DF Set event (#3363)
- [Bugfix] Make upgrade of table column dynamic_field_value.id more reliable (#3414)
- [Bugfix] Prevent DF Text related warning in Log (#3402)
OTOBO 11.0.1
- [Bugfix] Review and enhance cache cleaning in Kernel/System/CustomerCompany.pm (#3323)
- [Bugfix] Enable Modernize selects in Installer (#3382)
- [Bugfix] Configuration deploy erroneously restores outdated setting versions. (#3381) – in progress
- [Bugfix] Fix ProcessSuffix behavior for AgentReferenceSearch (#3379)
- [Bugfix] Switch installer to hardcoded colors instead of variables (#3374)
- [Bugfix] Elasticsearch: Add dynamic field name handling for config item search fields (#3354)
- [Bugfix] Clean up included field handling in DF Set event (#3363)
Many thanks to the community and everyone who contributed to the creation of this new major release!
Do you have questions or want to get started right away?
You’re a support customer and need assistance with your upgrade. No problem, please contact us through your access in the support portal.
Software Download | Installation
Installations guideline
Installation package
Add-On packages
Manuals
Administrator manual
User manual
Developer manual
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
