Use Configuration Wizard

To configure the basic settings for Jira in OTRS, a configuration wizard is available. Do the following as OTRS administrator:

  1. In the OTRS dashboard, select the Admin tab.
  2. In the Admin tab, select Jira in the "Miscellaneous" section.
     
    The "JIRA core settings (1)" dialog of the configuration wizard is displayed.

  3. In the "JIRA core settings (1)" dialog, you configure the basic connection settings.

    ParameterDescription
    Jira URLEnter the Jira base URL.
    API PathEnter the path of the REST API.
    User

    Enter the name of the Jira user being used for system login.

    You have to create this user and assign him the project administrator role in Jira. He must have the "Create Issue" and "Assignable User" permission.

    This user must also be specified in the "Special User" parameter in the app configuration on your Jira server.

    PasswordEnter the password of the Jira user being used for system login.
    Incoming User

    Enter the name of the OTRS user the Jira app uses for authentication at OTRS.

    You have to create this user on the OTRS server. He must have the "Create Issue" and "Assignable User" permission.

    This parameter is required for breaking update loops.

    Click Next to continue.
    The "Issue settings (2)" dialog is displayed.

    In the "Issue settings (2)" dialog, you can configure the settings for the Jira issues to be created.

    ParameterDescription
    ProjectEnter a Jira project where new newly created issues will be located.
    Issue TypeEnter a Jira issue type being used for automated issue creation.
    Send ReporterEnable if you want to send the reporter to Jira.
    ReporterEnter the name of the Jira user who will become the issue reporter when creating Jira issues from OTRS tickets automatically.
    Custom field OTRSTicketIDEnter the name of the Jira custom field that is used to store the OTRS ticket ID. The name has to be selected in the "Customfield With OTRS Ticket ID" in the "Special Field" section in the Jira app configuration dialog.
    Do not set AssigneeEnable if you do not want to send the assignee to Jira.
    AssigneeEnter the name of the Jira user who will become the first issue assignee.
    Use DialogActivate this option to display a dialog, when an issue is about to be created. In this dialog, you can edit project, assignee, "automatic" user and issue type.

    If you set "Use Dialog" to Yes, four more options are added to the dialog.

    ParameterDescription
    Show Assignee (dialog)Select if you want to display the "Assignee" field. Available options are:
    • Editable
    • Hide
    • Readonly
    Show "Automatic" user (dialog)Activate to display the "Automatic" user option for assignee.
    Show Issue Type (dialog)Select if you want to display the "Issue Type" field. Available options are:
    • Editable
    • Hide
    • Readonly
    Show Project (dialog)Select if you want to display the "Project" field. Available options are:
    • Editable
    • Hide
    • Readonly

    Click Next to continue.
    The "Fieldmapping (3)" dialog is displayed.

    The following information is transferred automatically:

    • Project (standard value from SysConfig or selected project)
    • Issuetype (standard value from SysConfig or selected issuetype)
    • Summary (ticket title)
    • Description (article body)
    • Reporter (standard value from SysConfig or selected reporter)
    • Assignee (standard value from SysConfig or selected assignee)
    • OTRSTicketID customfield (ticket id)
  4. In the "Fieldmapping (3)" dialog, you can map your OTRS fields to Jira fields.
    Select the OTRS ticket fields and Jira fields you want to map.
    Click Next to continue.
    The "Configuration done ()" dialog is displayed.
  5. Click Go to Admin area.