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JIRA provides two issue actions for creating and commenting of OTRS tickets:

Table of Contents

Create OTRS Ticket

This action creates an OTRS ticket from the current JIRA issue and copies the values of the configured custom fields to the mapped OTRS dynamic fields.

Requirements to use this action:

  • CUSTOMFIELD_OTRS_QUEUE, CUSTOMFIELD_OTRS_CUSTOMER: In order to create OTRS Tickets tickets, a customer and Ticket ticket queue is mandatory. These OTRS fields can be mapped to configurable JIRA custom fields (CUSTOMFIELD_OTRS_QUEUE and CUSTOMFIELD_OTRS_CUSTOMER). The Create OTRS ticket dialogue will be pre-filled with values friom from those fields.
  • The two fields can be set to read-only via the key 'CREATE_OTRS_TICKET_ACTION_IS_READONLY' The Key 'ACTIVE: This option controls whether the action is enabled or not.
  • CREATE_OTRS_TICKET_ACTION_IS_ACTIVE' controls wheter the action is enabled or notREADONLY: This option is used to set the OTRS customer and queue to read-only.

OTRS Comment

No configuration necessaryCreated an OTRS comment. You can enter the subject and the comment itself.

No configurations required to use this action