OTOBO Version 11: New Features & Improvements 2025

OTOBO Version 11 sets new standards in open-source ticketing systems: In addition to a completely revised CMDB and extended ITSM functionalities, 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, 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: Grouping of multiple fields (e.g., Address)
   • MultiValue: Repeatable field groups with "⊕"/"⊖" control
   • Script: Automation via custom script
   • GeneralCatalog, Richtext, Attachment

2. References & Lens

   • Links to Agents, Customers, Tickets, CIs
   • Lens Fields: Direct editing of CI attributes within tickets

3. Layout & Logic

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

4. Administration

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

CMDB (Configuration Management Database)

• New & Beta: Completely revised CMDB focusing 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

• Extended modules for Incident, Problem, Change
• Process tickets with direct approval/rejection buttons
• Automated workflows thanks to script fields and web services

User Interface & Usability

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

Multilingualism & Translation Management

• UI-supported translations without code changes
• Excel import/export for direct editing
• Filters 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 closed
  • Secure hashing & 2FA generation improved

• Performance:

  • Optimized container images
  • Faster form rendering and API responses

Migration to Version 11

• Instructions for upgrading from OTOBO 10/OTRS
• Seamless transfer of existing configurations and data

Conclusion

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