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The configuration of the To configure the catWorkX OTRS Integration for JIRA add-on is done via the otrsintegration.properties configuration file. This file has to be created manually in a directory named conf in the JIRA home directory.

If JIRA was installed using the automated Windows or Linux installers, the default location of the JIRA home directory is:

• C:\Program Files\Atlassian\Application Data\JIRA\ (on Windows) or
• /var/atlassian/application-data/jira/ (on Linux)

To identify your home directory from within JIRA:

1. Go to Administration > System Info.
2. Find "Location of JIRA Local Home" in the "File Paths" section.
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An example otrsintegration.properties configuration file is included in the .jar file inside the .obr file. The same example is also listed here: Example of otrsintegration.properties

In the otrsintegration.properties configuration file, you have to configure the following:

Config-File

You have to, e.g., specify the URL of OTRS and the login information.

When changing configurations in this file plugin has to be deactivated and than activated again to reload the config file.

Please find beneath a typical config file. Explanations to the config options are documented inline in the code block

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

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

, do the following on the JIRA server:

...

1. Log into the JIRA server as administrator.
2. From the Administration menu, select Add-ons.
3. Select Configuration in the "OTRS Integration" section in the sidebar at the left.
   The "Edit Configuration" dialog is displayed.
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4. In the configuration dialog, you can configure the following:
   
   1. To configure the general settings of catWorkX OTRS Integration for JIRA, click Edit at the end of the "General Configuration" section.
   2. To configure field default values, select Add default field value.
   3. To configure field mappings, select Add field mapping.