The following general features are provided by catWorkX OTRS Integration for JIRA:
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| title | Create a JIRA issue from OTRS ticket |
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- Using a configurable Configurable standard reporter account
- Event-based regarding status change of an OTRS ticket (configurable)
- User-driven via an explicit click on an "OTRS ->Jira buttonto JIRA" button
- Issue ID is added automatically to Automatically adding the IssueID the the OTRS ticket
- Populating JIRA issue fields regarding a configurable field mapping including functional data transformation (if value options doesn´t does not match)
- Transferring Transfer of the attachments (have in mind the attachment size and create attachment permission)
- Automatically create a remote link pointing back to the OTRS Ticket at the JIRA issue
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| title | Create a OTRS ticket from JIRA issue |
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- Populate OTRS standard ticket fields with configurable default values for customer, queue, status and priority
- Optionally the values for customer and queue can be specified during creation
- Automatically adding the TicketID to the Jira issue's custom field
- Populate OTRS dynamic ticket fields with according to a configurable field mapping
- Transferring the attachments (only for OTRS 3.x)
- Automatically create a remote link pointing to the OTRS Ticket at the JIRA issue
- Automatically adding the IssueID the the OTRS ticket
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| title | Setting bidirectional remote links |
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- via dynamic field in OTRS
- Update OTRS dynamic filed on cross-project move issue
- via text custom field and remote link in Jira
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| title | Bidirectional share of comments |
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- Create articles for OTRS tickets from JIRA issue comments
- as an internal and external note
- via explicit issue action "Add OTRS comment" (separating subject and body)
- event based on create or edit comment via comment listener (with standard subject)
- Create JIRA issue comments from Ticket replies restricted to specific ticket states
- Implicit syncronisation of all other fields
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| title | Bidirectional field update |
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- Update OTRS ticket fields on change of JIRA issue field data regarding the same configurable field mapping what is used for issue creation
- Update JIRA issue fields on change of OTRS ticket field data
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- Triggering a configurable workflow transition for closing a JIRA issue on update the OTRS ticket to a configurable status
- Move OTRS ticket to a configurable queue based on a post function
- Update OTRS ticket status based on a post function
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