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In the OTRS dashboard, select the Admin tab.
In the Admin tab, select SysConfig in the "System Administration" section.

The "SysConfig" dialog appears.
In the "Actions" section, search for jira.
The search results are displayed on the right.
Select Core:REST in the list of search results.
The following dialog is displayed.
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In the "JIRA::ShowProject" section, select Editable to make the JIRA project editable in the "Create Issue" dialog. Otherwise, select Hide to hide the field.
In the "JIRA::ShowAssignee" section, select Editable to make the JIRA assignee editable in the "Create Issue" dialog. Otherwise, select Hide to hide the field.

A list of settings is displayed. In this dialog, you can configure the following:

Parameter Description

TicketJIRA###URL Enter the JIRA base URL.

TicketJIRA###Path Enter the path of the REST API.

TicketJIRA###User

Enter the name of the JIRA user being used for system login.

Note
You have to create this user and assign him the project administrator role in JIRA. He must have the "Create Issue" and "Assignable User" permission.

Note
This user must also be specified in the "Special User" parameter in the add-on configuration on your JIRA server.

TicketJIRA###Password

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	OTRSTicketReporter
	OTRSTicketReporter

Enter the password of the JIRA user being used for system login.

TicketJIRA###Reporter

Enter the name of the JIRA user who will become the issue reporter when creating JIRA issues from OTRS tickets automatically.

TicketJIRA###Assignee Enter the name of the JIRA user who will become the first issue assignee.

JIRA::NoAssignee Enable if you do not want to send the assignee to JIRA.

TicketJIRA###IncomingUser

Enter the name of the OTRS user the JIRA add-on uses for authentication at OTRS.

Note
You have to create this user on the OTRS server. He must have the "Create Issue" and "Assignable User" permission.

Info
This parameter is required for breaking update loops.

TicketJIRA###WorkflowCloseActionName Enter a JIRA workflow transition which will be used for closing an issue, when closing the linked OTRS ticket.

TicketJIRA###OTRSTicketAllowedStates4Create

Anchor

	OTRSTicketAllowedStates4Create
	OTRSTicketAllowedStates4Create

Enter a list of OTRS ticket states for creating a JIRA issue via an update OTRS ticket event.

Note
Setting an OTRS ticket to one of the specified states of the list during ticket create, a update event is not thrown.

This parameter is evaluated when the state changes or the user pushes the escalate button.

TicketJIRA###OTRSTicketAllowedStates4Close

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	OTRSTicketAllowedStates4Close
	OTRSTicketAllowedStates4Close

Enter a list of OTRS ticket states for closing a JIRA issue via an update ticket event in conjunction with the specified workflow transition

TicketJIRA###OTRSTicketAllowedStates4Update

Anchor

	OTRSTicketAllowedStates4Update
	OTRSTicketAllowedStates4Update

Enter a list of OTRS ticket states triggering synchronization of linked JIRA issues on update.

TicketJIRA###Project

Enter a JIRA project where new newly created issues will be located.

TicketJIRA###IssueType Enter a JIRA issue type being used for automated issue creation.

TicketJIRA###JIRA-DateTimeFormat

Enter the used date and date/time format. (Typically you will not change it here.)

TicketJIRA###JIRA-DateFormat Enter the used date and date format. (Typically you will not change it here.)

TicketJIRA###OTRS-JIRA-FieldMapping

Enter the field mapping as key/content pairs:

You can use standard fields, dynamic fields as well as a functional mapping to copy them to corresponding JIRA issue fields.
For complex mapping, functions have to be implemented separately, see the demo package under Downloads.
Make sure that mapped fields are type conform. The connector does not support error handling on wrong types up to now.
Options fields are mapped on a key base. Make sure the keys are available in JIRA.
To transform date fields, make sure that the JIRA user being used for system login has English chosen as the preferred language.
You can also override the project, issue type or assignee by specifying them on the right hand side. For example:
- std:summary
- std:description
- std:project:key or std:project:id
- std:issuetype:name or std:issuetype:id
- std:priority:name or std:priority:id
- std:reporter:name
- std:assignee:name
- cust:<YourCustomFieldName>

JIRA::OTRSTicketIDField

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	OTRSTicketID
	OTRSTicketID

For OTRS 4 the custom field ID of the "OTRSTicketID" field has to be set.

JIRA::CacheTTL Enter the time to live for the cache.

JIRA::SSLVerify Select if you want to verify hostname for SSL connections.

JIRA::ProjectWhitelist Activate white-listing for projects using regular expressions. Only project keys that matches at least one of those regular expressions are shown in the project dropdown (JIRA dialog).

JIRA::ProjectBlacklist Activate black-listing for projects using regular expressions. Only project keys that matches at least one of those regular expressions are excluded from the project drop-down.

JIRA::ArticleFormat

Format for article content that is sent to JIRA. Example:

From: [% Data.From %]
To: [% Data.To %]
Date: [% Data.Created %]
Type: [% Data.Type %]
Subject: [% Data.Subject %]
--------
[% Data.Body %]

By default the format is:

[% Data.From %] / [% Data.To %]
[% Data.Body %]

In the "JIRA::ShowIssueType" section, select Editable to make the JIRA issue type editable in the "Create Issue" dialog. Otherwise, select Hide to hide the field.

Click Update to activate your changes.

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