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General Configuration

Config-File

The OTRS Integration for JIRA has to be configured for JIRA and OTRS separately.

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# Mappings from JIRA fields to OTRS Text/Textarea/Dropdown fields
MAPPINGS=
# Mappings from JIRA Date/Time or Date fields to OTRS Date/Time fields
DATE_TIME_MAPPINGS=
# Mappings from JIRA Date/Time or Date fields to OTRS Date fields
DATE_MAPPINGS=

Necessary Fields 

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

• a text custom field for storing the OTRS Ticket ID (Type: Text Field (read only)), name must match the value of the 'OTRSKEY'
• 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

Mapping

• To map JIRA fields to OTRS standard fields you can use the following fields names (they are also listed in the config file):

  Code Block
  language none title Keys for OTRS standard fields collapse true
  queue title type service sla state priority owner responsible customerUser

• To map JIRA fields to dynamic fields the internal OTRS name has to be used.
• For JIRA custom fields their name as well as their ID can be used in mappings

• The following JIRA system fields can be used for mappings:

  Code Block
  language none title Keys for JIRA standard fields collapse true
  summary type reporter priority description key status assignee resolution votes id watches project timespent timeestimate timeoriginalestimate created updated duedate resolutiondate security environment components fixForVersion

  Note
  If you want to map the assignee of the JIRA Issue to OTRS you need to make sure that an OTRS user with the same name exists. Otherwise you can specify a ORTS User with the name "-". The mapping for that would be std_assignee,std_responsible.

Supported field types 

Currently the following field types can be mapped for creation and synchronization type-aware.

• Text Field (< 255 characters)
• Free Text Field (unlimited text)
• Date / Time
  
  • Supported target OTRS format  'YYYY-MM-DD hh:mm:ss' only, means: It is possible to map JIRA text fields to OTRS date / time fields if their value comply with the format
  • Empty field allowed
• Date 
  
  • Supported target OTRS format  'YYYY-MM-DD 00:00:00' only
  • Empty field allowed
• Single Select List
  
  • Mapping depending on the key not the value

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Mapping of other field types is undefined and should be tested before using in production.

Listener

No specific configuration necessary

Postfunctions

The following postfunctions are available:

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Create OTRS Ticket

OTRS tickets can be created via action as well as post function.

When using as post function queue and customer selection can be configured via a typically configure post function dialog: 

Update OTRS Ticket

To update the OTRS ticket please select the Update Otrs Ticket Status Postfunction from the available function options:

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Here you can enter the new OTRS queue and status (the later by name or ID). Furthermore the mapping can be activated.

Actions

JIRA provides two issue actions for creating and commenting of OTRS tickets. Only the Create OTRS Ticket action is effected by some configuration:

Create OTRS Ticket

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

OTRS Comment

No configuration necessary

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