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titleEvent Settings

In this section, you configure, when an OTRS ticket is created or updated:

  • 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 here on the OTRS JIRA 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

In this section, you can do some OTRS Article configurations

  • Comment Action With TimeUnit: Select to display an input field for TimeUnit in the "OTRS Comment" action.
    To allow JIRA users to enter their own TimeUnit values on the OTRS comment action, select this option. This will overwrite the default value.
  • TimeUnit Required: Select if the TimeUnit field is required for the "OTRS Comment" action.
    If "Comment Action With TimeUnit" is activated and "TimeUnit Required" is deactivated, the users can enter empty values which will still overwrite the default value.
  • : Prefix for the OTRS subject field, this will be added to all articles created by JIRA.
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titleCreate OTRS Ticket Action Settings

These options have to be configured if you want to use In this section, you configure the "Create OTRS Ticket" and "OTRS Comment" actions:

  • : Select the custom field where the OTRS queue is stored.
  • Customer Customfield: Select the custom field where the OTRS customer is stored.
  • Activated: Activate to make the "Create OTRS Ticket" action will be available in the "More" menu.
  • Read-only: Activate to set the customer and queue on the "Create OTRS Ticket" action to read-only.