The following post-functions are provided by catWorkX OTRS Integration for JIRA:

[cwx] Create Otrs Ticket Postfunction

This post-function is used to create a ticket in OTRS.

Required Information:

  • Queue: Select the custom field where the OTRS queue is stored.
  • Customer: Select the custom field where the OTRS customer is stored.

Field to function parameter mapping:

 

 

 

[cwx] Update Otrs Ticket Postfunction

 

Create OTRS Ticket

OTRS tickets can be created via action as well as post function.

When using as post function queue and customer selection can be configured via a typically configure post function dialog: 

Update OTRS Ticket

To update the OTRS ticket please select the Update Otrs Ticket Status Postfunction from the available function options:

Here you can enter the new OTRS queue and status (the later by name or ID). Furthermore the mapping can be activated.

Actions

JIRA provides two issue actions for creating and commenting of OTRS tickets. Only the Create OTRS Ticket action is effected by some configuration:

Create OTRS Ticket
  • In order to create OTRS Tickets a customer and Ticket queue is mandatory. These fields can be mapped to configurable custom fields (CUSTOMFIELD_OTRS_QUEUE and CUSTOMFIELD_OTRS_CUSTOMER). The Create OTRS ticket dialogue will be pre-filled with values friom those fields.
  • The two fields can be set to read-only via the key 'CREATE_OTRS_TICKET_ACTION_IS_READONLY' 
  • The Key 'CREATE_OTRS_TICKET_ACTION_IS_ACTIVE' controls wheter the action is enabled or not.
OTRS Comment

No configuration necessary