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Customers have installed this add-on in at least 25 active instances.
    by acocon GmbH - business division greeniquefor JIRA Server 7.0.0 - 7.2.2 and more versions
    Versions available for JIRA Server 6.1.1 - 6.4.14
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    This add-on isn't formally supported, but you can ask a question via Atlassian Answers.

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    Supported
    acocon GmbH - business division greenique supports this add-on.

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    Gadget plugin that lists tickets of an OTRS System and allows for conversion to JIRA issues

    Gadget plugin that lists tickets of an OTRS System and allows for conversion to JIRA issues

    View all your OTRS queues on your dashboard

    Assign your ticket to a project

    The newly created JIRA task

    View all your OTRS queues which are relevant for you to work with on your JIRA dashboard without having imported anything into JIRA previously.

    When converting an OTRS ticket to a JIRA task you can assign it to any project, give it a priority, select what type it is, add the relevant versions, assign it to a user and add a description.

    The new JIRA task provides you with all information you entered previously and with a direct link, ID and a label so you always can track where this task came from. You can see all connected OTRS tickets as well.

    More details

    It is a widely known issue that working with two separate systems can be very impracticable. PrOps stands for Projects and Operations and it connects the Service and Support Level of OTRS with the Projectmanagement in JIRA with a direct interface. With the PrOps ticket manager you can view your OTRS tickets directly on your JIRA dashboard without having imported anything previously. With this overview you can easily create JIRA issues with a predefined list of options including projects, issue types, versions, assignees and a field for the description.

    List of core features

    • Gadget for viewing OTRS tickets on the JIRA dashboard regarding multiple queues, an user or an user group
    • Creating JIRA issues with a flexible connection between the two systems
    • Connect multiple OTRS tickets with one JIRA issue and the other way around
    • Subject and description gets transferred automatically
    • Possible configuration of
      • Shown columns, labels and information
      • status indicators

    User reviews

    (1)
    Sign in to write a review »
    by Jan-Peter Rusch on 2015-01-05
    Cool! Works (nearly) as designed. By now, the OTRS-Ticketnumber is not mapped to a newly created JIRA custom field, whereas the OTRS Ticket ID is. A label marking all OTRS tickets converted to a JIRA issue is not displayed in JIRA. Waiting for a back sync to OTRS, when a status change in JIRA is made. Also, closing a ticket in OTRS should close the issue in JIRA & vice versa.
    Was this review helpful?YesNo

    acocon GmbH - business division greenique

    Thank you for your review! The issues you stated have been filed and forwarded. The OTRS / JIRA sync regarding status changes and closing tickets is still beeing worked on and will be part of a future release.

    Pricing

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    Paid-via-Atlassian pricing FAQ

    How does server add-on pricing work?

    Server products and add-ons are hosted on your servers. Licenses are perpetual and the purchase price include 12 months of maintenance (support and version updates).

    You can renew maintenance after 12 months at 50% of the current purchase price. You can upgrade the tier of your host product and add-on licenses at any time. Upgrade prices are calculated based on Atlassian's formula (view example).

    If add-on pricing changes after your initial purchase, there's a 60-day grandfathering period during which you can renew based on the old pricing.

    How do I determine my server pricing tier?

    For JIRA Server 7.0 or later, the add-on tier should match the maximum tier of the licensed JIRA applications on your instance. For example, if you're running JIRA Software (50 users) and JIRA Service Desk (10 agents) on the same instance, you should purchase the 50-user tier for add-ons.

    For versions of JIRA Server prior to 7.0, the add-on tier should match the licensed user tier for JIRA. Even if fewer users want to use the add-on than your JIRA license, the two licenses should match exactly.

    Do you offer academic, community, or open-source licenses?

    For server add-ons, purchase and renewal is half-price if you have an academic license for your Atlassian host application. Server add-ons are always free for community and open-source licenses. Cloud add-ons do not have discounted or free licenses.

    For more details about qualifying for special licenses, see here.

    Can I extend my free trial?

    For server add-ons, you can extend your add-on trial up to 5 times - in other words, for up to six months. Extend your trial by generating a new evaluation license key from Atlassian Marketplace. Click Try it free and you'll be directed to generate a new license. Paste this license key into the add-on listing in UPM from your Atlassian host application, and you're all set.

    How can I buy add-ons for my legacy JIRA Server or Confluence Server license?

    If you own a legacy JIRA Server Unlimited (100+ users) or Confluence Server Unlimited (2000+ users) license purchased in 2012 or earlier, legacy add-on pricing is no longer available. You have two options for add-on purchasing:

    • Purchase the add-on at the non-legacy Unlimited (10000+ users) tier.
    • Renew your JIRA or Confluence license at a non-legacy tier, then purchase the add-on at the same tier.

    Learn more

    Support

    acocon GmbH - business division greenique supports PrOps for JIRA - Integrate OTRS. You can visit the support site to get help.

    Get support

    Versions

    Version 1.7 JIRA Server 7.0.0 - 7.2.2 Released 2016-08-23

    Summary

    New feature, improved menu structure and bug fixing

    Details

    • New feature! It is now possible to filter your OTRS-Tickets by Status. In your backend configuration you will be able to find a new textfield "Status" where you can select relevant statuses.
    • Menu structure changed. Now PrOps has it's own Submenu in the "configure Add-Ons" Tab in the backlog. This means your menu has changed it's structure from "greenique > PrOps" to "PrOps > Configuration"
    • Minor Bug fixes (Improved code quality)

    Installation

    1. Log into your JIRA instance as an admin.
    2. Click the admin dropdown and choose Atlassian Marketplace. The Manage add-ons screen loads.
    3. Click Find new add-ons from the left-hand side of the page.
    4. Locate PrOps for JIRA - Integrate OTRS via search. The appropriate add-on version appears in the search results.
    5. Click Try free to begin a new trial or Buy now to purchase a license for PrOps for JIRA - Integrate OTRS. You're prompted to log into MyAtlassian. PrOps for JIRA - Integrate OTRS begins to download.
    6. Enter your information and click Generate license when redirected to MyAtlassian.
    7. Click Apply license. If you're using an older version of UPM, you can copy and paste the license into your JIRA instance.

    To find older PrOps for JIRA - Integrate OTRS versions compatible with your instance, you can look through our version history page.

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