Teamworkx OTRS Integration for Jira

Seamlessly integrate service and development processes: Service and development, two worlds collide. Different systems for controlling activities. Missing interfaces. Misinformation and loss of information. We know this from our own experience and, as a specialist for the integration of systems, experience it again and again with our customers.

Improving service-development cooperation is one of the particular challenges of developing companies. Often, with the automatic transfer of operations, significant efficiency can already be achieved by avoiding media breaks.

The use of OTRS in the service / helpdesk or Jira in the development (especially software) is particularly popular. With the app consisting of two components, catworkx provides an integration module with which operations 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.

The features in detail

Automatic creation of Jira-Issues from within OTRS

  • Creation of the Jira issue with the configured reporter by configurable status change or by explicit transfer action, triggered by button click
  • Automatically attach the issue ID to the OTRS ticket
  • Automatically attach all attachments up to the maximum attachment size of the Jira
  • Automatic filling of standard and user-defined fields based on a field mapping
  • Functional field mapping possible via own additional scripts

Creating OTRS tickets from Jira

  • As postfunction or action
  • Create the OTRS ticket with default values for customer, queue, status and priority
  • Optionally, customer and queue can also be specified when creating
  • 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 the field mapping

Bidirectional linking between operations of both systems

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

Bidirectional 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 the other fields

Bidirectional synchronization of fields on change

  • Closing the Jira issue from within OTRS by setting a configurable status
  • Closing the OTRS ticket by setting a configurable status via Jira Postfunction or moving the ticket into a configurable queue

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