OTRS and JIRA Integration
Moderator: crythias
-
agcook
- Znuny newbie
- Posts: 20
- Joined: 22 Apr 2010, 21:51
- Znuny Version: 2.4.7
- Location: Denver, Colorado
OTRS and JIRA Integration
Has anyone done any type of integration between JIRA and OTRS?
__________________________________
Andrés G. Cook
((otrs::itsm)) 2.4.7::2.0.2
Windows 2003 R2, MySQL 5, Apache2, Perl 5
Andrés G. Cook
((otrs::itsm)) 2.4.7::2.0.2
Windows 2003 R2, MySQL 5, Apache2, Perl 5
-
crythias
- Moderator
- Posts: 10170
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: OTRS and JIRA Integration
What would you have in mind and to what purpose?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
-
agcook
- Znuny newbie
- Posts: 20
- Joined: 22 Apr 2010, 21:51
- Znuny Version: 2.4.7
- Location: Denver, Colorado
Re: OTRS and JIRA Integration
At a high level we are looking for a way to link between Service Management (incident, problem, change, etc) and Project Management. One of the issues we currently have with our inmature ITSM practice is the constant submission of requests that have more to do with project task management.
My ideal would be that when a request comes in through OTRS that requires Project task management we could link it to a JIRA project and have some sort of automation between the two so that when a project is complete the ticket in OTRS is closed. Or go ahead and close the OTRS ticket as soon as the JIRA project is created with a bidirectional link.
Perhaps others have done this with other tools?
My ideal would be that when a request comes in through OTRS that requires Project task management we could link it to a JIRA project and have some sort of automation between the two so that when a project is complete the ticket in OTRS is closed. Or go ahead and close the OTRS ticket as soon as the JIRA project is created with a bidirectional link.
Perhaps others have done this with other tools?
__________________________________
Andrés G. Cook
((otrs::itsm)) 2.4.7::2.0.2
Windows 2003 R2, MySQL 5, Apache2, Perl 5
Andrés G. Cook
((otrs::itsm)) 2.4.7::2.0.2
Windows 2003 R2, MySQL 5, Apache2, Perl 5
-
crythias
- Moderator
- Posts: 10170
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: OTRS and JIRA Integration
among other things, you might choose to use PostMasterFilters and email back and forth to open/close tickets.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
-
Daniel Obee
- Moderator
- Posts: 644
- Joined: 19 Jun 2007, 17:11
- Znuny Version: various
- Real Name: Daniel Obée
- Location: Berlin
Re: OTRS and JIRA Integration
We use a freetext field, pre-filled with [create] and an underlying link to create new tickets transferring at least the ticket# and the subject.
The other way around you can put JIRA to send mails to the given tickt# with an X-OTRS header to close the ticket. We haven't done that by now, but it shouldn't be too hard to configure.
Greets,
Daniel
The other way around you can put JIRA to send mails to the given tickt# with an X-OTRS header to close the ticket. We haven't done that by now, but it shouldn't be too hard to configure.
Greets,
Daniel
Re: OTRS and JIRA Integration
Ok, so you use a freetext field to hold some jira related info.tisar wrote:We use a freetext field, pre-filled with [create] and an underlying link to create new tickets transferring at least the ticket# and the subject.
The other way around you can put JIRA to send mails to the given tickt# with an X-OTRS header to close the ticket. We haven't done that by now, but it shouldn't be too hard to configure.
Greets,
Daniel
I tried something similar with OTRS 3.0.0b3/4.
It works well *until* you move the ticket from one queue to another. After a this move all freetext fields are emptied, not even the default values are in the SQL DB anymore ...
Can you confirm that for your version of OTRS or does it not happen with you version?
_____________________________________
Holger Lehmann
OTRS 3.0.0b4 - MySQL 5.0.67
Holger Lehmann
OTRS 3.0.0b4 - MySQL 5.0.67
-
Daniel Obee
- Moderator
- Posts: 644
- Joined: 19 Jun 2007, 17:11
- Znuny Version: various
- Real Name: Daniel Obée
- Location: Berlin
Re: OTRS and JIRA Integration
Absolutely. It works in 2.4 and should work in 3.0 also. If not, it's a big fat bug. Then again it's a beta...
Greets
Daniel
Greets
Daniel