Teamworkx OTRS Integration for Jira

Seamlessly integrating 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 specialists in the integration of systems, experience it time and again with our customers.

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

Teamworkx OTRS Integration for Jira ermöglicht automatisches Anlegen von Jira-Issues

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

Mit Teamworkx OTRS Integration for Jira OTRS-Tickets aus Jira heraus anlegen

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

Teamworkx OTRS Integration for Jira - Bidirektionale Verlinkung zwischen Vorgängen beider Systeme - Atlassian & Teamworkx

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

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Teamworkx OTRS Integration for Jira