User Manual - <= v70.40.8.5

1. Create a JIRA Issue from within OTRS

Automatically via status change

1. Select an existing OTRS ticket or create a new one
2. Update ticket status to a value beeing configured as enabling state (OTRSTicketAllowedStates4Create). In the demo system this is 'Waiting for Development'.
   
3. A new JIRA Issue will be created:
   
   1. to the issue will be added a link back to the OTRS ticket
   2. the JIRA issue ID will be written to a specified dynamic field and will be rendered as a remote link
   3. all configured fields will be transmitted to the issue
   

Manually via button

1. Create a new OTRS ticket directly in the configured status or select an existing one that is already in the status but doesn't have a linked JIRA issue.
2. Click the 'OTRS to JIRA' button
   
3. A new JIRA issue will be created directly or if configured a pop-up will appear to set some values for the JIRA issue.
   

2. Update of a JIRA issue

As long as the ticket is in a status that has been specified for this case (OTRSTicketAllowedStates4Update) all configured fields will be transmitted automatically to JIRA.

3. Automatic closing of a JIRA issues

When a ticket is escalated into a specified status (OTRSTicketAllowedStates4Close) the linked JIRA issue will be closed automatically.

4. Creating a commend in OTRS from within JIRA

With subject and body via an action

1. An OTRS commend can be created via an entry in the operations menu ('More Actions').
   
2. In the pop-up window the subject and the comment itself can be entered. As long as there is no subject the commend can not be submitted. With a checkbox it can be marked as an external note (which customers can see) in OTRS. This commend also appears at the JIRA issue.
   

   

Via the JIRA standard commend

Standard JIRA commends will be transmitted to an OTRS ticket as long as this feature is activated in the configuration (JIRA_COMMENTS_ARE_TRANSFERED_TO_OTRS is set to true).

5. Update of an OTRS ticket

All specified fields will be transmitted automatically from JIRA to OTRS when there's been any changes.

6. Closing of an OTRS tickets from within JIRA

The status and the queue of an OTRS ticket can be set automatically with the 'Update Otrs Ticket' postfunction. This can be used to close the ticket or move it into another queue when the JIRA issue is closed.

7. Create an OTRS ticket from within JIRA

Automatically with postfunction

A new OTRS ticket can be created automatically with the 'Create Otrs Ticket Postfunction'. The OTRS queue and the customer will be read from the specified customfields. When these are empty the standard values from the configuration file are taken. To the current issue a link to the new ticket will be appended:

Via the action 'Create OTRS Ticket'

1. To create an OTRS ticket from within JIRA there is also the 'Create OTRS ticket' action. This can be selected in the operations menu ('More Actions') of an issue:
   
2. In the new pop-up the OTRS queue and customer can be entered. The input fields are initialized with the values from the specified customfields. In the configuration these fields can be set to read-only.
   
3. Finally the link to the OTRS ticket will be shown and it will also be appended to the JIRA issue: