1. Using a configurable standard reporter account
    1. Event-based regarding status change of  an OTRS ticket (configurable)
    2. User-driven via an explicit click on an OTRS->Jira button
  2. Automatically adding the IssueID the the OTRS ticket
  3. Populating JIRA issue fields regarding a configurable field mapping including functional data transformation (if value options doesn´t match)
  4. Transferring the attachments (have in mind the attachment size and create attachment permission)
  5. Automatically create a remote link pointing back to the OTRS Ticket at the JIRA issue

 


Create a OTRS ticket from JIRA issue

  1. Populate OTRS standard ticket fields with configurable default values for customer, queue, status and priority
    1. Optionally the values for customer and queue can be specified during creation
  2. Automatically adding the TicketID to the Jira issue's custom field
  3. Populate OTRS dynamic ticket fields with according to a configurable field mapping
  4. Transferring the attachments (only for OTRS 3.x)
  5. Automatically create a remote link pointing to the OTRS Ticket at the JIRA issue
  6. Automatically adding the IssueID the the OTRS ticket

Setting bidirectional remote links

  1. via dynamic field in OTRS
    1. Update OTRS dynamic filed on  cross-project move issue
  2. via text custom field and remote link in Jira

Bidirectional share of comments

  1. Create articles for OTRS tickets from JIRA issue comments
    1. as an internal and external note
    2. via explicit issue action "Add OTRS comment" (separating subject and body)
    3. event based on create or edit comment via comment listener (with standard subject)
  2. Create JIRA issue comments from Ticket replies restricted to specific ticket states
  3. Implicit syncronisation of all other fields

Bidirectional field update

  1. Update OTRS ticket fields on change of JIRA issue field data regarding the same configurable field mapping what is used for issue creation
  2. Update JIRA issue fields on change of OTRS ticket field data  

Auto-Close

  1. Triggering a configurable workflow transition for closing a JIRA issue on update the OTRS ticket to a configurable status
  2. Move OTRS ticket to a configurable queue based on a post function
  3. Update OTRS ticket status based on a post function