RELEASE NOTES

OTOBO 11.1

More Power for Your Service Management

RELEASE DATE:
RELEASE TYPE:
RELEASE:

27 October 2026
Stable
11.1

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

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 dialogs, 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.

Full Control Over the Tickets 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 type “Reference” link FAQ articles, services, customers, customer users, or ConfigItems directly to a ticket, or to one another. Lenses point directly to the details of these linked elements — without having to open the object itself. And ACLs now reach into the individual fields of a set. What’s visible is what fits the situation. Fewer clicks, no context switching — all the relevant information right where it’s needed. That means less time per ticket, and more time for your 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

⚠️ Heads-up, admins: three technical changes in the backend require manual adjustments during the upgrade.

Under Docker, the update process now creates a new folder structure: a backup is written to /opt/otobo_update/. Manual adjustments have to be packaged beforehand or re-applied afterward.
The MailAccountOAuth2 package has been moved into the standard – here, too, manual adjustments are needed during the upgrade (How to migrate email OAuth).
For generating the charts in reports, we have replaced Chromium with Gnuplot: a lightweight plotting program that creates the charts directly on the server instead of taking the detour via the browser. This shrinks the image considerably and at the same time removes vulnerabilities that had come in solely through the browser’s dependencies. Anyone who wants to keep generating the statistics reports with Chromium under Docker can build a local image (Build local image).

Changes

[Change] Docker: replace Chromium for drawing charts in reports with Gnuplot [#3550]
[Change] Default Setting for Stats::CustomerUserLoginsAsMultiSelect [#6296]

Packages Integrated Into the Framework

[Enhancement] Package ImportExportCustomerCompany integrated into the core – straightforward import/export of customers [#5005]
[Enhancement] CustomerCompany import: dynamic field values are now included in the import [#6196]
[Enhancement] Package ImportExportStandardObjects integrated into the core – straightforward import/export of standard objects [#5148]
[Enhancement] Package ExtendedArticleEdit integrated into the core – you can now also edit the body of external articles (except emails), dynamic fields on articles, and further attributes such as their visibility [#4258]
[Enhancement] Package CK5-FullWindowMode integrated into the core – maximising the editor window [#5415]

[Enhancement] Article editing is now handled correctly for Elasticsearch [#6182]
[Enhancement] Elasticsearch extension package integrated into the core [#5350]
[Enhancement] Package CustomerTicketSearch integrated into the core – full-text search in the customer portal [#5161]
[Enhancement] Package ProcessTicketTemplates integrated into the core – use ticket templates in process dialogs as well [#5436]
[Enhancement] Package TicketUpdateOperationExternalIdentifier integrated into the core – when tickets are updated by external systems, their identifier can now be used [#5413]
[Enhancement] Package PostMasterXFromHeader integrated into the core – set customer users automatically based on information in the email body [#5008]

Enhancements That Take Effect Immediately

[Enhancement] AdminDynamicField: filtering by field type added [#5584]
[Enhancement] DynamicField Database: further narrowing of filterable dynamic fields for OTOBO 11.1 [#5924]
[Enhancement] Multi-value reference fields now show multiple links – currently in TicketZoom and ConfigZoom, with more screens to follow [#6030]
[Enhancement] Improved rendering of sets in the DynamicFieldWidget in AgentTicketZoom [#6263] [#5228]
[Enhancement] The CK5 editor now supports checklists as well [#5415]
[Enhancement] Reworked font sizes and line height in rich text contexts [#5691]
[Enhancement] New: Elasticsearch widget “Similar Tickets” [#5508] (nothing to do on systems running Elasticsearch)
[Enhancement] Full support for boost suffix notation in Elasticsearch search field attributes [#6190]

[Enhancement] Support for multiple selection in ticket list filters [#1831]
[Enhancement] Customer interface: after a defined period (24h by default), ticket lists automatically switch from showing the ticket age to showing the ticket creation time [#1826]
[Enhancement] Added an indicator for “stop after match” in the AdminPostMasterFilter overview [#1618]
[Enhancement] Introduced a validity status for PostMaster filters [#4200]
[Enhancement] Nested LDAP sync: the complete information from the ‘memberurl’ attribute is now used [#4696]
[Enhancement] The database authentication plugin can now be selected in the installer [#5102]
[Enhancement] Removed the entrypoint.sh dependency for the native systemd file [#5956]
[Enhancement] Added “server_tokens=off” to the nginx config [#6046]

Enhancements You Configure Individually

[Enhancement] Process management: process elements can now be marked as global or process-specific and assigned to namespaces [#5589]
[Enhancement] Process transitions now check additional array operators and also work for DF elements of type Set [#5590]
[Enhancement] With an additional “ExternalSource” parameter in the transition action “DynamicFieldSet”, passed-in values can now also be interpreted as coming from an external source [#5882]
[Enhancement] The transition action TicketCustomerSet now also supports values for reference fields provided via the “_Data” tag [#5902]
[Enhancement] Added support for dynamic fields of type Database within sets [#5915]
[Enhancement] Enabled FieldTypeSettings for individual script fields [#6053]
[Enhancement] Lens fields can now also point to references [#3186]
[Enhancement] Lens fields can now also point to sets [#4910]

[Enhancement] ACLs now also apply to dynamic fields within sets [#5524]
[Enhancement] ACLs now also apply in the reply screen in the agent interface [#3537]
[Enhancement] Customer interface: dynamic fields for the reply dialog can now also be assigned in DynamicFieldScreens [#4355]
[Enhancement] Ticket templates now support selecting the next ticket status [#5542]
[Enhancement] OIDC/OAuth2 authentication for webservices [#4450]
[Enhancement] Webservices can now specify the exact data type in XSLT (e.g., array, boolean) [#5507]
[Enhancement] Webservices now also support multipart/form-data (attachments!) [#5444]
[Enhancement] Reimplemented the PostMaster filter for detecting attachments [#3422]
[Enhancement] New CSS color variable for links in the customer interface [#6287]
[Enhancement] Backups can now optionally follow symlinks [#1236]

Bugfixes

[Bugfix] DynamicField Import/Export: fixed attribute transformation for reference fields [#6227]
[Bugfix] Fixed validation of mandatory autocomplete reference fields [#5596]
[Bugfix] Fixed an overly strict permission check for nested queues in AgentTicketQueue, introduced with #6092 [#6299]
[Bugfix] Fixed various interruptions in the OTOBO upgrade process [#6249]
[Bugfix] Selection lists in the customer interface were too narrow [#6267]
[Bugfix] DynamicFieldScript: clearing the update events was not saved to the database table [#6275]
[Bugfix] Improvements and bug fixes to the HideShow functionality on forms for sets, lenses, and reference fields [#6184]
[Bugfix] Accessibility: selection fields used the wrong ARIA role (search) [#5347]
[Bugfix] Accessibility: optimized the main navigation in the customer portal [#5356]
[Bugfix] Copying a process with private elements did not correctly substitute layout and path [#6213]
[Bugfix] Daemon-forked Console::Command tasks (e.g., Maint::Ticket::EscalationCheck) crashed in DBD::MariaDB disconnect_all() during global destruction (OTOBO 11.1.0 Beta1, DBD::MariaDB 1.24) [#5972]
[Bugfix] TicketACL::Autoselect did not work in processes [#5495]
[Bugfix] Placeholder avatar initials were not displayed correctly in the customer interface [#6137]
[Bugfix] Reworked height calculation and resizing of the CKEditor [#6122]
[Bugfix] HideShow for the article on CustomerTicketMessage did not work with dynamic FormUpdates [#6173]
[Bugfix] Editor selection menus were cut off by “overflow: hidden” on .FieldCell and .RichTextField [#6067]

➞ Complete Change Log

Thank you to the community and everyone who contributed to making this new major release possible!

Release Notes Beta Versions

24.06.2026
OTOBO 11.1.0 (Beta)

➞ Release Note

27.07.2026
OTOBO 11.1.0 (Beta2) – Security Patch

➞ Release Note

16.09.2026
OTOBO 11.1.0 (Beta3) – Security Patch

➞ Release Note

Upgrading to 11.1 — We’re Happy to Help

An upgrade also puts your packages and customizations to the test. We’re glad to advise you on this — and on request, we can take care of all the necessary steps for you.

OTOBO 11.1

What’s new in OTOBO 11.1

Ticket Handling – Better Overview, Faster Results

Process Management – Model with Precision, Control with Confidence

Dynamic Fields – Information Precisely Where Needed

Security – Modern Authentication, Secure Connectivity

Data Exchange and Integration – Significantly Simplified

Technical Notes

Changes

Packages Integrated Into the Framework

Enhancements That Take Effect Immediately

Enhancements You Configure Individually

Bugfixes

Release Notes Beta Versions

Upgrading to 11.1 — We’re Happy to Help

Company

Software

Services

Community