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Via the "Create OTRS Ticket" Action

Do the following on your JIRA system:

1. From the "More" menu, select Create OTRS Ticket.
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   The "Create OTRS Ticket" dialog is displayed.
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2. In the "Create OTRS Ticket" dialog, enter
3. 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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4. In the new pop-up the OTRS queue and customer can be entered.
   The input fields are initialized with the values from the specified customfieldscustom fields. In the otrsintegration.properties configuration file, these fields can be set to read-only .
   Image Removedfor the "Create OTRS Ticket" action by the parameter CREATE_OTRS_TICKET_ACTION_IS_READONLY.
5. Click Create.
   The Finally the link to the OTRS ticket will be shown is displayed and it will also is be appended added to the JIRA issue:
   

 Update an OTRS Ticket

All specified All selected fields will be are transmitted automatically from JIRA to OTRS when there 's been are any changes on the JIRA issue.

Close an OTRS Ticket

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