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1. An OTRS commend can be created via an entry in the operations menu ('More Actions').
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2. In the pop-up window the subject and the comment itself can be entered. As long as there is no subject the commend can not be submitted. With a checkbox it can be marked as an external note (which customers can see) in OTRS. This commend also appears at the JIRA issue.
   

   

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Standard JIRA commends will be transmitted to an OTRS ticket as long as this feature is activated in the configuration (JIRA_COMMENTS_ARE_TRANSFERED_TO_OTRS is set to true).

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5. Update of an OTRS ticket

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