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 (OTRS_DEFAULT_CUSTOMER and OTRS_DEFAULT_QUEUE) from the otrsintegration.properties configuration file are taken.

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

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Via the "Create OTRS Ticket" Action

1. To create an OTRS ticket from within JIRA there is also the 'Create OTRS ticket' action. This can be selected in the operations menu ('More Actions') of an issue:
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2. In the new pop-up the OTRS queue and customer can be entered. The input fields are initialized with the values from the specified customfields. In the configuration these fields can be set to read-only.
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3. Finally the link to the OTRS ticket will be shown and it will also be appended to the JIRA issue:
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 Update an OTRS Ticket

All specified fields will be transmitted automatically from JIRA to OTRS when there's been any changes.

Close an OTRS Ticket

The status and the queue of an OTRS ticket can be set automatically with the 'Update Otrs Ticket' postfunction. This can be used to close the ticket or move it into another queue when the JIRA issue is closed.