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A new OTRS ticket can be created automatically by the "Create Otrs Ticket Postfunction". The OTRS queue and the customer are be read from the specified custom fields. When these are empty the standard values (OTRS_DEFAULT_CUSTOMER and OTRS_DEFAULT_QUEUE) from the otrsintegration.properties configuration file "QueueID" and "CustomerUser") in the add-on configuration are taken.

To the current issue a link to the new ticket will be appended:

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1. From the "More" menu, select Create OTRS Ticket.
   
   The "Create OTRS Ticket" dialog is displayed.
   
2. In the "Create OTRS Ticket" dialog, enter the OTRS queue and customer.
   The input fields are initialized with the values from the specified custom fields. In the otrsintegration.properties configuration fileadd-on configuration, these fields can be set to read-only for the "Create OTRS Ticket" action by the parameter CREATE_OTRS_TICKET_ACTION_IS_READONLY"Read-only".
3. Click Create.
   The link to the OTRS ticket is displayed and it also is be added to the JIRA issue:
    

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All selected fields are transmitted automatically from JIRA to OTRS when there are any changes on the JIRA issue. This happens if the "[cwx] Update Otrs Ticket Postfunction" is used or if you select the JIRA Update Event at "Update Events" in the "Events Settings" section in the JIRA add-on configuration.

Close an OTRS Ticket

The status and the queue of an OTRS ticket can be set automatically with the "Update Otrs Ticket" post-function. This is used to close the ticket or move it into another queue when the JIRA issue is closed.