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The configuration of the catWorkX OTRS Integration for JIRA add-on is done via the otrsintegration.properties configuration file. This file has to be created manually in a directory named conf in the JIRA home directory.

If JIRA was installed using the automated Windows or Linux installers, the default location of the JIRA home directory is:

C:\Program Files\Atlassian\Application Data\JIRA\ (on Windows) or
/var/atlassian/application-data/jira/ (on Linux)

To identify your home directory from within JIRA:

Go to Administration > System Info.
Find "Location of JIRA Local Home" in the "File Paths" section.

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.

An example otrsintegration.properties configuration file is included in the .jar file inside the .obr file. The same example is also listed here: Example of otrsintegration.properties

In the otrsintegration.properties configuration file, you have to configure the following:

Config-File

You have to, e.g., specify the URL of OTRS and the login information.

When changing configurations in this file plugin has to be deactivated and than activated again to reload the config file.

Please find beneath a typical config file. Explanations to the config options are documented inline in the code block

Mapping

To map JIRA fields to OTRS standard fields you can use the following fields names (they are also listed in the config file):
queue title type service sla state priority owner responsible customerUser
To map JIRA fields to dynamic fields the internal OTRS name has to be used.
For JIRA custom fields their name as well as their ID can be used in mappings

The following JIRA system fields can be used for mappings:

summary
type
reporter
priority
description
key
status
assignee
resolution
votes
id
watches
project
timespent
timeestimate
timeoriginalestimate
created
updated
duedate
resolutiondate
security
environment
components
fixForVersion

If you want to map the assignee of the JIRA Issue to OTRS you need to make sure that an OTRS user with the same name exists. Otherwise you can specify a ORTS User with the name "-". The mapping for that would be std_assignee,std_responsible.

Supported field types

Currently the following field types can be mapped for creation and synchronization type-aware.

Text Field (< 255 characters)
Free Text Field (unlimited text)
Date / Time
- Supported target OTRS format 'YYYY-MM-DD hh:mm:ss' only, means: It is possible to map JIRA text fields to OTRS date / time fields if their value comply with the format
- Empty field allowed
Date
- Supported target OTRS format 'YYYY-MM-DD 00:00:00' only
- Empty field allowed
Single Select List
- Mapping depending on the key not the value

Multiple Select List fields in JIRA as well as components and versions will be transferred as comma separated lists to text fields in OTRS.

Mapping of other field types is undefined and should be tested before using in production.