Teamworkx OTRS Integration for Jira

Improving collaboration between service and development is one of the particular challenges facing developing companies. In many cases, the automatic transfer of processes can already achieve significant efficiency by avoiding media disruptions.

The use of OTRS in the service / helpdesk or Jira in development (especially of software) is particularly popular. With the app consisting of two components, catworkx provides an integration module with which processes can not only be automatically transferred from one system to another, but also synchronized as a result of processing, whereby the transfer of comments and attachments plays a special role here.

Automatic creation of Jira issues from OTRS

• Creation of the Jira issue with the selected (configured user) reporter via configurable status change or via explicit transfer action, triggered by a button click

• Automatic attachment of the issue ID to the OTRS ticket

• Automatic attachment of all attachments up to the maximum attachment size of Jira

• Automatic filling of standard and user-defined fields based on field mapping

• Functional field mapping possible via own additional scripts

Creating OTRS tickets from Jira

• As postfunction or actio
• Create the OTRS ticket with default values for customer, queue, status and priority
• Optionally, customer and queue can also be specified during creation
• Automatic setting of the OTRS ticket ID in the Jira custom field
• Automatic attachment of the issue key to the OTRS ticket
• Automatic attachment of all attachments
• Automatic filling of standard and dynamic fields based on field mapping

Bidirectional linking between processes in both systems

• in OTRS via Dynamic Field, the process is moved in Jira is moved, the Dynamic Field is automatically updated
• in Jira both via custom field and via remote link

Bi-directional transfer of comments

• Transfer of Jira comments to OTRS tickets with additional function "Comment+Subject" (own issue action)
• Transfer of OTRS comments (articles) to Jira issues
• Implicit synchronization of other fields

Bi-directional synchronization of fields on change

• Closing the Jira issue from OTRS by setting a configurable status
• Closing the OTRS ticket by setting a configurable status via Jira post function or moving the ticket to a configurable queue