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      Teamworkx OTRS Integration for Jira

      Teamworkx OTRS Integration for Jira

      Transfer and sync OTRS tickets with Jira issues

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      Teamworkx OTRS Integration for Jira logo

      Create an OTRS Ticket in Jira

      After configuring the "Create Otrs Ticket" post-function, you can create OTRS Tickets from Jira.

      • As postfunction or actio
      • Create the OTRS ticket with default values for customer, queue, status and priority
      • Optionally, customer and queue can also be specified during creation
      • Automatic setting of the OTRS ticket ID in the Jira custom field
      • Automatic attachment of the issue key to the OTRS ticket
      • Automatic attachment of all attachments
      • Automatic filling of standard and dynamic fields based on field mapping

      Create a Jira Issue from OTRS

      After configuring OTRS with the configuration wizard or manually, you can create Jira Issue from OTRS.

      • Creation of the Jira issue with the selected (configured user) reporter via configurable status change or via explicit transfer action, triggered by a button click
      • Automatic attachment of the issue ID to the OTRS ticket
      • Automatic attachment of all attachments up to the maximum attachment size of Jira
      • Automatic filling of standard and user-defined fields based on field mapping
      • Functional field mapping possible via own additional scripts

      Linking between Jira and OTRS

      In the OTRS ticket a link points to the corresponding Jira issue and vice versa.

      Bidirectional linking between processes in both systems

      • in OTRS via Dynamic Field, the process is moved in Jira is moved, the Dynamic Field is automatically updated
      • in Jira both via custom field and via remote link

      Bi-directional transfer of comments

      • Transfer of Jira comments to OTRS tickets with additional function "Comment+Subject" (own issue action)
      • Transfer of OTRS comments (articles) to Jira issues
      • Implicit synchronization of other fields

      Bi-directional synchronization of fields on change

      • Closing the Jira issue from OTRS by setting a configurable status
      • Closing the OTRS ticket by setting a configurable status via Jira post function or moving the ticket to a configurable queue

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