General Note

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

For OTRS 4 and above the assignee and reporter have to be on the Create and Edit screens for the selected issuetype and project in JIRA. The same goes for the customfield 'OTRSTicketID' and all other JIRA fields in the mapping from OTRS to JIRA.

Dynamic Fields

When installing the OTRS Package a dynamic field will be created automatically for holding an active remote link to the corresponding JIRA issue. Please check the Show Link settings of the JIRAIssueID field to adapt it regarding the JIRA base URL to generate the correct link.

The name of this field ('JIRAIssueID') will be used for configuring the JIRA add-ons also. To enable this field on OTRS ticket screens please add an entry via SysConfig under 'Frontend::Agent::Ticket::ViewZoom'.

Furthermore make sure you have created all the OTRS ticket fields you want to map to JIRA issue fields.

Create Issue Dialog

To activate the Create Issue Dialog go to the OTRS Sysconfig and search for 'jira' and select the menu item Core.

By selecting Yes for JIRA::ShowDialog the dialog will be shown.

To configure which fields are editable go to CreateIssue.

Here the JIRA project, assignee and issue type can be hidden or made editable.

Further Settings

For any other settings please go to OTRS SysConfig and search for 'jira' and select the menu item Core::REST.

Enter here the

  • JIRA base URL
  • path of the REST API
  • name and password of the JIRA user being used for system login (must also be specified in the JIRA config file) and its password
  • name of the JIRA user who will become the Issue reporter when creating JIRA issues from OTRS ticjkets automatically
  • name of the JIRA user who will become the first issue assignee
  • name of the OTRS user the JIRA add-on uses for authentification at OTRS
    • This is required for breaking update loops

Important

Make sure the two specified users have 'create issue'- resp. 'assignable user'- permission.

The JIRA user must be a projectadministrator.

 

Additionally you have to specify:

  • a JIRA workflow transition which will be used for closing an issue, when closing the linked OTRS ticket

  • a list of OTRS ticket states for creating a JIRA issue via an update OTRS ticket event

    Setting an OTRS ticket to one of the specified states of the list during ticket create, a update event is not thrown.

    • this is evaluated when the state changes
    • this is evaluated when the user pushes the escalate button
  • a list of OTRS ticket states for closing a JIRA issue via an update ticket event in conjuction with the specified workflow transition
  • a list of OTRS ticket states triggering synchrisation of linked JIRA issues on update
  • a JIRA project where new newly created issues will be located
  • a JIRA issue type being used for automated issue creation

Last but not least you have to specify mapping specific data:

  • the used date and date/time format (typically you will not change it here)
  • the field mapping as Key / Content pairs:
    • you can use standard fields, dynamic fields as well as a functional mapping to copy them to corresponding JIRA issue fields
    • for complex mapping, functions have to be implemented separately, see the demo package under Downloads
    • Please make sure that mapped fields are type conform (the connector doesn't support error handling on wrong types up to now)
    • Options fields are mapped on a key base. Make sure the keys are available in JIRA
    • To transform date fields please make sure that the JIRA user being used for system login has English chosen as the preferred language.

    • you can also override the project, issuetype or assignee by specifying them on the right hand side

    • right hand side / JIRA side examples:
      • std:summary
      • std:description
      • std:project:key or std:project:id
      • std:issuetype:name or std:issuetype:id
      • std:priority:name or std:priority:id
      • std:reporter:name
      • std:assignee:name
      • cust:YourCustomFieldName

 

TicketNumber
Title
TicketID
State
StateID
StateType
Priority
PriorityID
Lock
LockID
Queue
QueueID
CustomerID
CustomerUserID
Owner
OwnerID
Type
TypeID
SLA
SLAID
Service
ServiceID
Responsible
ResponsibleID
Age
Created
CreateTimeUnix
CreateBy
Changed
ChangeBy
ArchiveFlag

CreateBy and ChangeBy contain the internal user ID.

For OTRS 4 the customfield ID of the 'OTRSTicketID' field has to be set.

Specify the Time to live for the cache and if you want to verify hostname for SSL connections.

At the bottom of the dialog, you can activate either white-listing or black-listing for projects using regular expressions. For white-listing, only project keys that matches at least one of those regular expressions are shown in the project dropdown (JIRA dialog). For black-listing, only project keys that matches at least one of those regular expressions are excluded from the project drop-down.

After you changed the configuration, click Update.

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