Manage a OTRS Ticket from within Jira

To manage an OTRS ticket from within Jira, you can do the following:

Create a OTRS Ticket from within Jira

You can create an OTRS ticket from within Jira:

Automatically via Post-Function

A new OTRS ticket can be created automatically by the "Create Otrs Ticket Postfunction". The OTRS queue and the customer are be read from the specified custom fields. When these are empty the standard values (" and "CustomerUser") in the app configuration are taken.

To the current issue a link to the new ticket will be appended:


Via the "Create OTRS Ticket" Action

Do the following on your Jira system:

  1. From the "More" menu, select Create OTRS Ticket.

    The "Create OTRS Ticket" dialog is displayed.
  2. In the "Create OTRS Ticket" dialog, enter the OTRS queue and customer.
    The input fields are initialized with the values from the specified custom fields. In the app configuration, these fields can be set to read-only for the "Create OTRS Ticket" action by the parameter "Read-only".
    Click Create.
    The link to the OTRS ticket is displayed and it also is be added to the Jira issue:

Update an OTRS Ticket

All selected fields are transmitted automatically from Jira to OTRS when there are any changes on the Jira issue. This happens if the "[cwx] Update Otrs Ticket Postfunction" is used or if you select the JIRA Update Event at "Update Events" in the "Events Settings" section in the Jira app configuration.

Close an OTRS Ticket

The status and the queue of an OTRS ticket can be set automatically with the "Update Otrs Ticket" post-function. This is used to close the ticket or move it into another queue when the Jira issue is closed.