Manage a Jira Issue from within OTRS

To manage a Jira issue from within OTRS, you can do the following:

Create a Jira Issue from within OTRS

You can create an Jira issue from within OTRS:

When creating a new Jira issue from OTRS, the following is done by OTRS Integration for Jira:

  1. A link back to the Jira issue is displayed in the "Ticket Information" section of the OTRS ticket.
  2. The Jira issue ID is written to a specified dynamic field and will be rendered as a remote link.
  3. All configured fields are transmitted to the issue.

Automatically via Status Change

Do the following on your OTRS system:

  1. Select an existing OTRS ticket or create a new one.
  2. Update ticket status to the value being configured as enabling state (OTRSTicketAllowedStates4Create).

Manually via "OTRS to JIRA" Button

Do the following on your OTRS system:

  1. Create a new OTRS ticket directly in the configured status or select an existing one that is already in the status but does not have a linked Jira issue.
  2. Click OTRS to JIRA button
  3. A new Jira issue will be created directly or if configured a pop-up will appear to set some values for the Jira issue (see Activate Create Issue Dialog).
  4. Click Submit.

Link to an Existing Jira Issue

Make sure "JIRA::ShowDialog" is activated in the "Create Issue Dialog" configuration.

Do the following on your OTRS system:

  1. Create a new OTRS ticket directly in the configured status or select an existing one that is already in the status but does not have a linked Jira issue.
  2. Click OTRS to JIRA button
  3. The "Create issue in JIRA" dialog is displayed.
  4. In the"Create issue in JIRA" dialog, select Link with existing issue.
    The "Link with JIRA issue" dialog is displayed.

  5. To search for the linked issue, select a project and start entering the issue key or issue description in the "Issue" textbox.
    Matching issues are displayed. Select the issue you want to link to.

    Use asterisk (*) as wildcard for any character or number.

  6. Click Submit.

Update a Jira Issue

As long as the ticket is in a status that has been specified for this case (OTRSTicketAllowedStates4Update) all configured fields will be transmitted automatically to Jira.

Use Automatic Closing of a Jira Issue

When a ticket is escalated into a specified status (OTRSTicketAllowedStates4Close) the linked Jira issue will be closed automatically.