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titleSpecial Fields

 

In this section, you select the custom fields that store the issue and ticket IDs of an issue:

  • Customfield With OTRS Ticket ID: Select the custom field that is used to store the OTRS ticket ID. This custom field has to be created manually before.
  • Dynamicfield With JIRA Issue ID: Enter the name of the OTRS dynamic field where the JIRA issue ID is stored. This custom field is created automatically during the installation of the OTRS package on your OTRS system.
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titleEvent Settings

In this section, :

  • Comments Events: Select the events which should trigger the creation of an article on the OTRS side.
  • : Select the events which should trigger an update of the mapped fields on the OTRS side.
  • : Only issues from the selected projects will be handled by the listener. Leave empty to disable the filter and handle all issues.

  • : Specify one or more special JIRA user. When this user creates or changes an issue the OTRS ticket will not be updated. This should in particular include the JIRA user used by OTRS to update or create issues.

    Note

    You have to create the user entered in the Special User textbox on the OTRS server.

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titleOTRS Article Settings

If in your OTRS the Time Unit field is required for all articles, you can enter the default value here.

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