RELEASE NOTES
OTOBO 11.1 (Beta)
More Power for Your Service Management
- RELEASE DATE:
- RELEASE TYPE:
- RELEASE:
- 24 June 2026
- Beta Release
- 11.1 (Beta)
OTOBO 11.1 is packed with quality-of-life improvements and delivers real value in modeling, integration & system connectivity, and administration.
What’s new in OTOBO 11.1 (Beta)
HIGHLIGHT 1
Ticket Handling – Better Overview, Faster Results
Fewer clicks, more context, faster decisions. And this is just the beginning. With version 11.1, working within the ticket – where agents spend the majority of their day – is now faster and more intuitive.
- Elasticsearch – Search at a New Level
Additional dialogues, field-based queries, and an extended syntax – for example Title:Test* AND Body:Test* or Boolean operators with AND / NOT – make the fast, concurrent search more precise. Anyone using Elasticsearch will notice the difference immediately.
- Similar Tickets – Always in Sight
Powered by Elasticsearch, the new ‘Similar Tickets’ widget displays related tickets directly in the Ticket Zoom view. This eliminates the need for manual searches, as similar tickets are shown automatically. It is one of the tasks soon to be handled by the OTOBO AI, Roboto.
- Full Control Over the Ticket History
Article editing, including time tracking, is now a standard feature – no separate package required. Ticket articles can be edited, deleted, or pinned directly within the Ticket Zoom view. Easily correct mistakes, remove clutter, and keep key information in sight to ensure your ticket history stays clear and organized.
- Filters That Work for You
In ticket lists, multiple filters can now be set parallely. Configure them once, enjoy the perfect view permanently. No more manual re-filtering, no more searching through long lists. The right view is always just one click away.
HIGHLIGHT 2
Process Management – Model with Precision, Control with Confidence
With 11.1, process management in OTOBO evolves significantly – in maturity, flexibility, and the depth to which processes can be modeled. Anyone building and maintaining complex processes will notice the difference immediately.
- Structure Processes, Maintain a Clear Overview
As complex process setups grow, they can quickly become cluttered. Namespaces logically group process elements, ensuring admins keep a clear overview even within highly intricate workflows. - Global or Process-Specific – You Decide
Process elements can now be marked as either global or process-specific. A simple checkbox determines whether an element should be available across all processes – or restricted to a specific one. - Logical Transitions
Transitions now support Not, Any, and All logic – including checks for empty fields. Dynamic fields within a set can be addressed directly via Field1::Field2. The result: process logic that fits reality – not the other way around.
- Templates That Work Everywhere
The ticket templates you know and love can now also be used in process dialogs. Using templates ensures that content is captured cleanly from the very start. - Customers See What They Need
Process and activity details can now be hidden within the customer interface. Customers see exactly what they need – and nothing that distracts them. The result: fewer inquiries, fewer misunderstandings, reduced support overhead. - Less Searching, More Control
Anyone managing large numbers of processes knows the pain point: searching takes up valuable time. Improved sorting for process elements in the admin area completely eliminates this issue – making elements faster to find and keeping management straightforward, even as complexity grows.
HIGHLIGHT 3
Dynamic Fields – Information Precisely Where Needed
In OTOBO, we call them “Dynamic Fields” – but they are so much more. These fields only display when and just where they are needed. Provide information on linked objects directly within the ticket. Build forms that seamlessly adapt to the context. With 11.1, Dynamic Fields turn even more powerful.
Only What’s Relevant – At the Right Moment
Dynamic Fields of the “Reference” type link FAQ articles, services, customers, customer users, or ConfigItems directly to a ticket, or to each other. Lenses provide instant insight into the details of these linked elements – without ever needing to open the object itself. Fewer clicks, no context switching – all relevant information precisely where it’s needed. The result: reduced handling time per ticket and more time for customers.
HIGHLIGHT 4
Security – Modern Authentication, Secure Connectivity
With 11.1, OTOBO takes security and authentication to the next level. Modern standards, centralized management, and encrypted connectivity – no workarounds, no third-party packages.
- Manage Tokens Centrally – OAuth Token Management
OTOBO now features a dedicated token management system. Tokens enable secure authentication with external services – covering email connectivity via POP, IMAP – now also SMTP –, as well as outgoing web services. No more expired passwords, no searching through scattered configurations, and zero administrative overhead when passwords change. Everything is centralized – everything is under control. - One Login for Everything – OpenID Connect
Logging into OTOBO via OpenID Connect enables Single Sign-On (SSO) for both agents and customers. No separate OTOBO passwords required – instead, it offers a seamless integration into your existing corporate authentication. One login, all systems, no password chaos.
- Encrypted Database Connectivity
The DB backend transitions from DBD::mysql to DBD::MariaDB – actively maintained, more modern, and optimized for current database versions. Encrypted connectivity for both MySQL and MariaDB is now available, with authentication plugins selectable directly within the installer. Sensitive data remains secure – without the need for manual workarounds. - OTOBO and OTOBO Docker – Now Independent
Starting with 11.1, OTOBO and OTOBO Docker feature independent release cycles. Updates can be applied completely separate from one another – eliminating dependencies between the two. Expect clearer version details in example files, greater maintenance flexibility, and continuously updated ‘latest’ images.
HIGHLIGHT 5
Data Exchange and Integration – Significantly Simplified
OTOBO 11.1 simplifies data exchange – both incoming and outgoing. It brings enhanced compatibility with external systems and full control over configurations and objects. All included as standard, with no extra packages required.
- Web Services That Adapt
Attachments can now be transferred via multipart/form-data – a prerequisite for direct integration with JIRA, OpenProject, and other systems that require this specific format. For outgoing data, you can now enforce specific formats such as arrays to ensure the interface receives exactly what it expects. Additionally, OAuth is now available as a supported authentication method for outgoing web services.
- Export Configurations – And Reuse Them
Entire configuration packages – including processes, Dynamic Fields, notifications, queues, and ACLs – can now be exported to .csv files and imported back into the system. This can be done directly within the respective settings screen – no detours, no manual rebuilding. - Export Objects – Migration Made Easy
Moving forward, tickets, customers, customer users, and ConfigItems can be seamlessly transferred directly under Admin → Import/Export. Whether for a migration or straightforward data exchange – starting with 11.1, both are available out of the box in the OTOBO standard.
Technical Notes
⚠️ The update process will create a new folder structure – any manual customisations must be packaged in advance or reapplied afterwards.
⚠️ The MailAccountOAuth2 package has been integrated into the standard – manual adjustments are required during the upgrade.
Changes
- [Change] Caching in the file system instead of Redis Cache for Docker based installations [#5728]
- [Change] Improved file handling for OTOBO updates [#5077]
- [Change] Replacement of the MailaccountOAuth2 package – see warning above! [#5652]
- [Change] Reworked article actions sysconfig structure [#5126]
- [Change] Support for SessionUseCookie = 0 removed [#4426]
Enhancements
- [Enhancement] OIDC/Oauth2 authentication for web services [#4450]
- [Enhancement] Process Management: Global vs. local scoping and namespaces for process elements [#5589]
- [Enhancement] Process transition validation now supports additional array operators and make them work with DynamicField Sets. [#5590]
- [Enhancement] Ticket lists support multiple filters now [#1831]
- [Enhancement] Integrated Elasticsearch-Extension package into the core [#5350]
- [Enhancement] New: Elasticsearch Similar Tickets Widget [#5508]
- [Enhancement] Integrated ProcessTicketTemplates package into the core – use ticket templates in process dialogues, too [#5436]
- [Enhancement] Integrated CustomerTicketSearch package into the core – full-text search in the customer interface [#5161]
- [Enhancement] Integrate package ExtendedArticleEdit into core – edit the text of external articles (not for emails), article dynamic fields, and further attributes as well as their visibility [#4258]
- [Enhancement] Include Package CK5-FullWindowMode into core – maximise the editor mask [#5415]
- [Enhancement] New: Checklists in CK5 Editor [#5415]
- [Enhancement] Include Package TicketUpdateOperationExternalIdentifier into core – supporting external identifiers in automatic ticket updates via external systems [#5413]
- [Enhancement] Include package ImportExportStandardObjects into core – easy import/export for standard objects [#5148]
- [Enhancement] Include package ImportExportCustomerCompany into core – easy import/export for customer companies [#5005]
- [Enhancement] Include package PostMasterXFromHeader into core – set the customer user automatically based on information within the email body [#5008]
- [Enhancement] Show/Hide Inner Set Fields – ACLs supported for Dynamic Fields within Sets now, too [#5524]
- [Enhancement] Enable HideShow for AgentTicketCompose – ACLs supported in the Reply mask in the agent interface [#3537]
- [Enhancement] Customer interface: Ticket age switches to create time in ticket lists automatically after a configurable amount of time (default 24h) [#1826]
- [Enhancement] Selection of DB authentication plugin in the installer is supported [#5102]
- [Enhancement] Ticket templates support defining the next ticket state now [#5542]
- [Enhancement] Lens Fields can point directly to Reference Fields now, too [#3186]
- [Enhancement] Lens Fields can point directly to Sets now [#4910]
- [Enhancement] You can set the exact datatype for web services in XSLT now (Boolean, array) [#5507]
- [Enhancement] Web services support multipart/formadata as well now (attachments!) [#5444]
- [Enhancement] Added validity state for PostMaster Filters [#4200]
- [Enhancement] Added a StopAfterMatch indicator in AdminPostMasterFilter Overview [#1618]
- [Enhancement] Customer interface: Dynamic fields for the Reply Dialogue can be added in DynamicFieldScreens now [#4355]
🤍 Thank you to the community and all contributors!
Now it’s time to: test the Beta, share your feedback – so the stable release can follow soon.
