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 withing OTRS:

Automatically via status change

1. Select an existing OTRS ticket or create a new one
2. Update ticket status to a value beeing configured as enabling state (OTRSTicketAllowedStates4Create). In the demo system this is 'Waiting for Development'.
   Image Added
3. A new JIRA Issue will be created:
   
   1. to the issue will be added a link back to the OTRS ticket
   2. the JIRA issue ID will be written to a specified dynamic field and will be rendered as a remote link
   3. all configured fields will be transmitted to the issue
   Image Added

Manually via button

1. Create a new OTRS ticket directly in the configured status or select an existing one that is already in the status but doesn't have a linked JIRA issue.
2. Click the 'OTRS to JIRA' button
   Image Added
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.
   Image Added

Update of 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.

Automatic closing of a JIRA issues

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