Configure General Settings

In this section, you configure the basic connection settings:

• OTRS URL: The URL of the OTRS server, e.g. http://localhost/otrs.
• OTRS URL For Links: The URL of the OTRS server for the links in JIRA, e.g. https://yourcompany.com/otrs. Leave empty to use the above.
• REST Web Service: Name of the REST web service. If empty the default GenericTicketConnectorREST will be used.

• User Name: Specify the user name for updating tickets in OTRS.
  

  You have to create the user specified in this field on the OTRS server.

• Password: Specify the password for updating tickets in OTRS.
  

In this section, you select the custom fields that store the issue and ticket IDs of an issue:

• Customfield With OTRS Ticket ID: Select the custom field that is used to store the OTRS ticket ID. This custom field has to be created manually before.
• Dynamicfield With JIRA Issue ID: Enter the name of the OTRS dynamic field where the JIRA issue ID is stored. This custom field is created automatically during the installation of the OTRS package on your OTRS system.

In this section, :

• Comments Events: Select the events which should trigger the creation of an article on the OTRS side.
• Update Events: Select the events which should trigger an update of the mapped fields on the OTRS side.
• Project Filter: Only issues from the selected projects will be handled by the listener. Leave empty to disable the filter and handle all issues.

• Special User: 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.

  You have to create the user entered in the Special User textbox on the OTRS server.

If in your OTRS the Time Unit field is required for all articles, you can enter the default value here.

These options have to be configured if you want to use the "Create OTRS Ticket" and "OTRS Comment" actions.