Teamworkx OTRS Integration for Jira

This plug-in is useless, as it assumes that there is a one-to-one correspondance between tickets in OTRS and issues in Jira. This is NEVER the case in real life. One issue is normally linked to multiple tickets, except in the rare case where only one user has run into it. We ended up building our own solution by adding one custom field to Jira and one to OTRS. A little bit of AppleScript allows us to open a ticket in OTRS simply by clicking on a ticket number in Jira. The overall implementation took less than 1 hour.

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  catworkx GmbH

  Francis, you have in mind the use case of product support. Actually, we have a lot of customers who use OTRS for individual support. Thus your statement that a one-to-one correspondance will NEVER exist in real life isn´t expedient. Even in product support OTRS would typically join multiple tickets adressing the same problem in one master ticket which then will held the connection to the one JIRA issue. Nevertheless I will take up your review to expose our intended us case more clearly in the documentation and put your request on our feature list for future development.