Configure otrsintegration.properties - v70.40.8.5

This is an example of the otrsintegration.properties configuration file. Please change all relevant values, so it matches your environment!

# OTRS CONNECTION SETTINGS

 
# The SOAP URL of the OTRS server, e.g. http://localhost/otrs
OTRSURL=http://localhost/otrs
 
# The URL of the OTRS server for the Link in JIRA. Leave empty to use the above.
OTRSURL_FORLINK=

In this section, you configure the basic connection settings.

# Specify the username for updating issues in OTRS.
OTRS_SOAP_USERLOGIN=root@localhost
 
# Specify the password for updating issues in OTRS.
OTRS_SOAP_PASSWORD=root


# SPECIAL FIELDNAMES

You have to create this user on the OTRS server.

# JIRA Customfield name or ID holding the OTRS ticket ID, e.g. OTRSTicketID
OTRSKEY=OTRSTicketID

The custom field name or ID specified here is used to store the OTRS ticket ID. This custom field has to be created manually.

# OTRS Dynamicfield name holding the JIRA issue ID, e.g. JIRAIssueID
JIRAKEY=JIRAIssueID
 
 
# JIRA FILTER SETTINGS
 
# Enter a list of project keys, comma separated, that are used to filter the issues
# for those given projects. Leave empty to disable the filter and send mail for all projects.
OTRS_PROJECT_FILTER=TEST,OTH

The dynamic field name specified here is used to store the JIRA issue ID in OTRS. This dynamic field is created automatically during the installation of the OTRS package on your OTRS system.

 # Specify one or more special JIRA user. When this user creates or changes an issue the
# OTRS ticket will not be updated. This should in particular include the JIRA user used
# by OTRS to update or create issues. 
JIRA_SPECIAL_USER=otrs2jira
 
 
# OTRS DEFAULT VALUES
 
# Specify the email address for updating issues in OTRS. This will only be used when
# the JIRA user has not specified one.
OTRS_SOAP_FROM=me@mail.org
 
# Default values for creating an OTRS Ticket from JIRA. These will be overwritten
# by possible mappings. 
OTRS_DEFAULT_CUSTOMER=Testcustomer
OTRS_DEFAULT_QUEUE=Raw
OTRS_DEFAULT_STATE=new
OTRS_DEFAULT_PRIORITYID=3

You have to create this user on the JIRA server.

# Default TimeUnit value for creating an OTRS Article. This will be overwritten by entered
# values (if enabled). Empty values will not be transfered.
OTRS_DEFAULT_TIME_UNIT=
 
# Prefix for the OTRS subject field, this will be added to all articles created by JIRA.
# You can use a space at the end of the prefix.
OTRS_SUBJECT_PREFIX=[JIRA]
 
 
# JIRA WORKFLOW SETTINGS
 
# Event name for the OTRS workflow commented event, e.g. OTRS_COMMENTED_EVENT.
# Only required if a separate workflow transition with event is used for commenting
# an issue. Also see the option regarding standard events below.
OTRS_COMMENTED_EVENT=OTRS_COMMENTED_EVENT
 
# Event name for the OTRS workflow resolved event, e.g. OTRS_RESOLVED_EVENT.
# Also see the option regarding standard events below.
OTRS_RESOLVED_EVENT=OTRS_RESOLVED_EVENT
 
# Event name for the OTRS workflow closed event, e.g. OTRS_CLOSED_EVENT.
# Also see the option regarding standard events below.
OTRS_CLOSED_EVENT=OTRS_CLOSED_EVENT
 
# Set to true, if you also want actions upon standard events on an issue. Use this,
# when you do not want or cannot change the workflow events. Set to false otherwise.
OTRS_USE_STD_EVENTS=true
 
 
# COMMENT SETTINGS

If in your OTRS the "Time Unit" field is required for all articles, you can enter the default value here.

# Specify whether JIRA standard comments should be transferred to OTRS (true/false)
JIRA_COMMENTS_ARE_TRANSFERED_TO_OTRS=true
 

 

# Specify whether the OTRS Comment Action shows an input field for TimeUnit (true/false)
OTRS_COMMENT_WITH_TIME_UNIT=false
# Specify whether the TimeUnit field is required for the OTRS Comment Action (true/false)
OTRS_COMMENT_WITH_TIME_UNIT_REQUIRED=false
 
 

To allow JIRA users to enter their own "Time Unit" values on the OTRS comment action, set this option to true. This will overwrite the default value.

If OTRS_COMMENT_WITH_TIME_UNIT is true and OTRS_COMMENT_WITH_TIME_UNIT_REQUIRED is set to false, the users can enter empty values which will still overwrite the default value.

# CREATE OTRS TICKET ACTION SETTINGS
 
# JIRA Customfield name or ID holding the OTRS queue (used by the Create OTRS Ticket Action)
CUSTOMFIELD_OTRS_QUEUE=Queue
# JIRA Customfield name or ID holding the OTRS customer (used by the Create OTRS Ticket Action)
CUSTOMFIELD_OTRS_CUSTOMER=Customer
# If this is set to false the link to the Create OTRS Ticket Action will not be shown and the
# action won't work
CREATE_OTRS_TICKET_ACTION_IS_ACTIVE=true
# If this is set to true the customer and queue on the Create OTRS Ticket Action will be read-only
CREATE_OTRS_TICKET_ACTION_IS_READONLY=false
 

These options have to be configured if you want to use the "Create OTRS Ticket" and "OTRS Comment" actions.

# MAPPING SETTINGS
 
# Mappings from JIRA to OTRS.
# A number like in "cust_10100" will be treated as a customfield ID
 
# Mappings from JIRA fields to OTRS Text/Textarea/Dropdown fields
MAPPINGS=1,2,4,5,8,9,10
# Mappings from JIRA Date/Time or Date fields to OTRS Date/Time fields
DATE_TIME_MAPPINGS=6
# Mappings from JIRA Date/Time or Date fields to OTRS Date fields
DATE_MAPPINGS=7

 

In this section, you configure the mappings of JIRA to OTRS fields.

Currently the following field types can be mapped for creation and synchronization type-aware:

  • Text Field (< 255 characters)
  • Free Text Field (unlimited text)
  • Date/Time
    • Supported target OTRS format <YYYY-MM-DD hh:mm:ss> only, means: It is possible to map JIRA text fields to OTRS date/time fields if their value comply with the format
    • Empty field allowed
  • Date 
    • Supported target OTRS format <YYYY-MM-DD hh:mm:ss> only
    • Empty field allowed
  • Single Select List
    • Mapping depending on the key not the value
Multiple Select List fields in JIRA as well as components and versions will be transferred as comma separated lists to text fields in OTRS.

 

Mappings for JIRA fields that do not exist will be ignored. Mappings for OTRS fields that do not exist will throw exceptions.

 Mapping of other field types is undefined and should be tested before using in production.

# The actual mappings, if the mapping ID is not listed above it will be ignored
MAPPING_1=std_priority,dyn_jirapriority
MAPPING_2=cust_10700, dyn_jiramail
MAPPING_4=std_components,dyn_JiraComponents
MAPPING_5=std_fixForVersion,dyn_JiraFixVersions
MAPPING_6=std_created,dyn_SomeDate
MAPPING_7=cust_Date,dyn_AnotherDate
MAPPING_8=cust_Textarea,dyn_Textarea
MAPPING_9=cust_Dropdown,dyn_Dropdown
MAPPING_10=cust_OtrsOwner,std_owner

 

If you want to map the assignee of the JIRA Issue to OTRS you need to make sure that an OTRS user with the same name exists. Otherwise you can specify a ORTS User with the name "-". The mapping for that would be std_assignee,std_responsible.

# Mapping prefixes you can use (case sensitive):
# MAPPING_PREFIX = MAPPING_
# CUSTOMFIELD_PREFIX = cust_
# DYNAMICFIELD_PREFIX = dyn_
# STANDARD_FIELD_PREFIX = std_

 

 

# OTRS standard field names you can use (not case sensitive):
# queue
# title
# type
# service
# sla
# state
# priority
# owner
# responsible
# customerUser

 

To map JIRA fields to OTRS standard fields you can use these fields names.

For OTRS dynamic fields the internal OTRS name has to be used in mapping.

 

# JIRA standard field names you can use (not case sensitive):
# summary
# type
# reporter
# priority
# description
# key
# status
# assignee
# resolution
# votes
# id
# watches
# project
# timespent
# timeestimate
# timeoriginalestimate
# created
# updated
# duedate
# resolutiondate
# security
# environment
# components
# fixForVersion

These JIRA system fields can be used for mappings.

For JIRA custom fields their name as well as their ID can be used in mapping.