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For Project Portfolio Management catWorkX OTRS Integration for JIRA it is recommended to create at least the following fields:

Text Field (single line)
Field Name (Examples)Field TypeDescription

OTRS Ticket IDProject Key

Text Field (single line)Project URLread only)Name must match the value of the OTRSKEY
OTRS CustomerSelect List (single choice)

If you want to create OTRS tickets from JIRA issues only via the "Create OTRS ticket" action, this custom field can be of type "text", "select list" or "SQL field" (additional add-on necessary)

OTRS QueueSelect List (single choice)if you want to create OTRS tickets from JIRA issues via the Create OTRS ticket action'): can be fields of type text, select list or SQL field (additional plugin necessary
Necessary Fields 

The following fields have to be created if they didn´t exist already:

  • a custom field for storing an OTRS customer (Type: Select List (single choice)) and an OTRS queue (Type: Select List (single choice)) (if you want to create OTRS tickets from JIRA issues via the Create OTRS ticket action'): can be fields of type text, select list or SQL field (additional plugin necessary) 
  • in the OTRS a dynamic field for the JIRA Issue ID, this should have been created automatically during the installation of the OTRS plugin, its name ('JIRAIssueID') has to match the value of the 'JIRAKEY'
  • Specified fields in mappings on both sides 
    • Mappings for JIRA fields that don´t exist will be ignored
    • Mappings for OTRS fields that don´t exist will throw exceptions

Depending on your business needs, you probably have to create some more custom fields for Project Portfolio Management for JIRA. For example:

...