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Examples:

• If your JIRA home directory on a Linux system is under /opt/jira_data/ the folder to place the otrsintegration.properties file is /opt/jira_data/conf/.
• If your JIRA home directory on a Windows system is under C:\jira\home/ the folder to place the otrsintegration.properties file is C:\jira\home\conf\.

When the add-on is installed and no configuration file is found, there will be an error in the log file stating the exact path where the file is to be expected.

Please use English as the default language setting in the user preferences of the user being used for authentication when OTRS interacts with JIRA.

Enable the Remote-API-Calls in the JIRA System Settings of the Administration in order to create JIRA Tickets out of OTRS!!!

# OTRS CONNECTION SETTINGS

# The SOAP URL of the OTRS server, e.g. http://localhost/otrs
OTRSURL=http://localhost/otrs

# The URL of the OTRS server for the Link in JIRA. Leave empty to use the above.
OTRSURL_FORLINK=

# Specify the username for updating issues in OTRS.
OTRS_SOAP_USERLOGIN=root@localhost

# Specify the password for updating issues in OTRS.
OTRS_SOAP_PASSWORD=root


# SPECIAL FIELDNAMES

# JIRA Customfield name or ID holding the OTRS ticket ID, e.g. OTRSTicketID
OTRSKEY=OTRSTicketID

# OTRS Dynamicfield name holding the JIRA issue ID, e.g. JIRAIssueID
JIRAKEY=JIRAIssueID


# JIRA FILTER SETTINGS

# Enter a list of project keys, comma separated, that are used to filter the issues 
# for those given projects. Leave empty to disable the filter and send mail for all projects.
OTRS_PROJECT_FILTER=TEST,OTH

# Specify one or more special JIRA user. When this user creates or changes an issue the 
# OTRS ticket will not be updated. This should in particular include the JIRA user used 
# by OTRS to update or create issues. 
JIRA_SPECIAL_USER=otrs2jira


# OTRS DEFAULT VALUES

# Specify the email address for updating issues in OTRS. This will only be used when 
# the JIRA user has not specified one.
OTRS_SOAP_FROM=me@mail.org

# Default values for creating an OTRS Ticket from JIRA. These will be overwritten 
# by possible mappings. 
OTRS_DEFAULT_CUSTOMER=Testcustomer
OTRS_DEFAULT_QUEUE=Raw
OTRS_DEFAULT_STATE=new
OTRS_DEFAULT_PRIORITYID=3

# Default TimeUnit value for creating an OTRS Article. This will be overwritten by entered
# values (if enabled). Empty values will not be transfered.
OTRS_DEFAULT_TIME_UNIT=

# Prefix for the OTRS subject field, this will be added to all articles created by JIRA.
# You can use a space at the end of the prefix.
OTRS_SUBJECT_PREFIX=[JIRA] 


# JIRA WORKFLOW SETTINGS

# Event name for the OTRS workflow commented event, e.g. OTRS_COMMENTED_EVENT. 
# Only required if a separate workflow transition with event is used for commenting 
# an issue. Also see the option regarding standard events below.
OTRS_COMMENTED_EVENT=OTRS_COMMENTED_EVENT

# Event name for the OTRS workflow resolved event, e.g. OTRS_RESOLVED_EVENT. 
# Also see the option regarding standard events below.
OTRS_RESOLVED_EVENT=OTRS_RESOLVED_EVENT

# Event name for the OTRS workflow closed event, e.g. OTRS_CLOSED_EVENT. 
# Also see the option regarding standard events below.
OTRS_CLOSED_EVENT=OTRS_CLOSED_EVENT

# Set to true, if you also want actions upon standard events on an issue. Use this, 
# when you do not want or cannot change the workflow events. Set to false otherwise.
OTRS_USE_STD_EVENTS=true


# COMMENT SETTINGS

# Specify whether JIRA standard comments should be transferred to OTRS (true/false)
JIRA_COMMENTS_ARE_TRANSFERED_TO_OTRS=true

# Specify whether the OTRS Comment Action shows an input field for TimeUnit (true/false)
OTRS_COMMENT_WITH_TIME_UNIT=false
# Specify whether the TimeUnit field is required for the OTRS Comment Action (true/false)
OTRS_COMMENT_WITH_TIME_UNIT_REQUIRED=false


# CREATE OTRS TICKET ACTION SETTINGS

# JIRA Customfield name or ID holding the OTRS queue (used by the Create OTRS Ticket Action)
CUSTOMFIELD_OTRS_QUEUE=Queue
# JIRA Customfield name or ID holding the OTRS customer (used by the Create OTRS Ticket Action)
CUSTOMFIELD_OTRS_CUSTOMER=Customer
# If this is set to false the link to the Create OTRS Ticket Action will not be shown and the 
# action won't work
CREATE_OTRS_TICKET_ACTION_IS_ACTIVE=true
# If this is set to true the customer and queue on the Create OTRS Ticket Action will be read-only
CREATE_OTRS_TICKET_ACTION_IS_READONLY=false

# MAPPING SETTINGS

# Mappings from JIRA to OTRS.
# A number like in "cust_10100" will be treated as a customfield ID

# Mappings from JIRA fields to OTRS Text/Textarea/Dropdown fields
MAPPINGS=1,2,4,5,8,9,10
# Mappings from JIRA Date/Time or Date fields to OTRS Date/Time fields
DATE_TIME_MAPPINGS=6
# Mappings from JIRA Date/Time or Date fields to OTRS Date fields
DATE_MAPPINGS=7

# The actual mappings, if the mapping ID is not listed above it will be ignored
MAPPING_1=std_priority,dyn_jirapriority
MAPPING_2=cust_10700, dyn_jiramail
MAPPING_4=std_components,dyn_JiraComponents
MAPPING_5=std_fixForVersion,dyn_JiraFixVersions
MAPPING_6=std_created,dyn_SomeDate
MAPPING_7=cust_Date,dyn_AnotherDate
MAPPING_8=cust_Textarea,dyn_Textarea
MAPPING_9=cust_Dropdown,dyn_Dropdown
MAPPING_10=cust_OtrsOwner,std_owner


# Mapping prefixes you can use (case sensitive):
# MAPPING_PREFIX = MAPPING_
# CUSTOMFIELD_PREFIX = cust_
# DYNAMICFIELD_PREFIX = dyn_
# STANDARD_FIELD_PREFIX = std_

# OTRS standard field names you can use (not case sensitive):
# queue
# title
# type
# service
# sla
# state
# priority
# owner
# responsible
# customerUser

# JIRA standard field names you can use (not case sensitive):
# summary
# type
# reporter
# priority
# description
# key
# status
# assignee
# resolution
# votes
# id
# watches
# project
# timespent
# timeestimate
# timeoriginalestimate
# created
# updated
# duedate
# resolutiondate
# security
# environment
# components
# fixForVersion

The above config file is an example. Please change all relevant values, so it matches your environment. Especially remove the example mappings:

# Mappings from JIRA fields to OTRS Text/Textarea/Dropdown fields
MAPPINGS=
# Mappings from JIRA Date/Time or Date fields to OTRS Date/Time fields
DATE_TIME_MAPPINGS=
# Mappings from JIRA Date/Time or Date fields to OTRS Date fields
DATE_MAPPINGS=