OTRS 3.0.1 released

[Andre Bauer]

+++++++++++++++++++++++++ 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 http://www.otrs.com.

The software can now be downloaded exclusively



* http://otrs.org/download/

* 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/ ... noarch.rpm

c4dbc2ad8b7eb844f2174f3e20348a9e

http://ftp.otrs.org/pub/otrs/RPMS/suse/ ... noarch.rpm

4812d32e57d21560876357089e2ec526

http://ftp.otrs.org/pub/otrs/RPMS/suse/ ... noarch.rpm

de3e3039481ce3c5d05b3c2fa72b345b

http://ftp.otrs.org/pub/otrs/RPMS/suse/ ... noarch.rpm

e1ab127ea6b70ed1387447d340dfc4e0

http://ftp.otrs.org/pub/otrs/RPMS/fedor ... 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- ... -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].

-------------
Sven Dey
Marketing Manager

xxx
Norsk-Data-Straße 1
61352 Bad Homburg
Deutschland

T: +49 6172 681988 15
F: +49 9421 56818 18
I: http://www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt.ID: DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender)