OTOBO Version 11: What's New & Improvements 2025

OTOBO Version 11 sets new standards for open-source ticket systems: In addition to a completely redesigned CMDB and enhanced ITSM features, you benefit from flexible forms, a modern UI, comprehensive Docker integration, and important security and performance optimizations.

Key Features at a Glance

• ITSM, CSM & ESM: Incident, Problem, and Change Management, as well as Customer and Enterprise Service Management in one tool.
• CMDB Redesign: Tree View, formula fields, reference & lens fields, granular CI access.
• Dynamic Forms: New field types, multi-column layouts, hide/show logic, process support.
• Docker & Scaling: Recommended operation in containers for easy maintenance and high availability.
• Security & Performance: CVE fixes, optimized password hashes, fast form processing.

Dynamic Fields & Ticket Forms

1. New Field Types

• DynamicFieldSet: Groups multiple fields (e.g., Address)
• MultiValue: Repeatable field groups with "⊕"/"⊖" controls
• Script: Automation via custom script
• GeneralCatalog, Rich Text, Attachment

2. References & Lens

• Link to agents, customers, tickets, CIs
• Lens Fields: Directly edit CI attributes within the ticket

3. Layout & Logic

• Multi-column design for ticket forms
• Hide/Show and Read-Only fields
• Mandatory fields with explanatory notes
• All form features available in process tickets

4. Administration

• YAML-based form editor
• Filters and namespaces for Dynamic Fields
• Import/Export of catalog lists

CMDB (Configuration Management Database)

• New & Beta: Completely redesigned CMDB with a focus on IT and non-IT assets.
• Tree View: Visual representation of dependencies.
• Formula Fields: Dynamic calculations and data validation.
• Reference & Lens Fields: Edit CI attributes directly in tickets.
• Permissions: Granular access for agents and customers.
• Data Migration: Existing CI data from version 10 will be migrated.

ITSM Add-Ons & Workflow Optimization

• Enhanced modules for Incident, Problem, Change
• Process tickets with direct Approve/Reject buttons
• Automated workflows thanks to script fields and web services

User Interface & Usability

• Quick-Time-Buttons: Adjust pending times with a click
• Read/Unread: Mark tickets & articles
• CKEditor 5: Modern WYSIWYG editor for article texts
• Customer Info Tile: Display important notices in the customer portal
• Article Revisions: Post-editing with logging

Roles, Permissions & LightAdmin

• LightAdmin Mode: Delegation of individual admin areas (e.g., signatures)
• Access Control: Fine-grained control for CI view and field permissions

Multilingual Support & Translation Management

• UI-driven translations without code changes
• Excel import/export for direct editing
• Filter for missing translations

REST API & Integrations

• Customizable HTTP headers in web services
• New CLI command to manually trigger interfaces
• Migration of old OTOPar fields via console
• Optional Kerberos authentication (Beta)

Security & Performance

• Security Fixes:

  • CVE-2025-43926: Privilege escalation vulnerability closed
  • Improved secure hashing & 2FA generation

• Performance:

  • Optimized container images
  • Faster form rendering and API responses

Migration to Version 11

• Guide for upgrading from OTOBO 10/OTRS
• Seamless migration of existing configurations and data

Conclusion

OTOBO 11 combines modern ITSM features with high customizability, efficient CMDB management, and robust security. This version is ideal for companies that rely on open standards, flexibility, and scalability.