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To There are two possible ways available to configure the OTRS system for catWorkX OTRS Integration for JIRA, do the following:

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When upgrading from OTRS 3.x to OTRS 4, you have to ensure the following:

  • The ID of the "OTRSTicketID" field has to be set in the configuration page (Core::REST).

  • In JIRA, the assignee and reporter have to be on the create and edit screens for the selected issue type and project. The same is required for the "OTRSTicketID" custom field and all other JIRA fields in the mapping from OTRS to JIRA