Customers have installed this add-on in at least 80 active instances.
    by catWorkX GmbHAtlassian Verified
    catWorkX GmbH is an Atlassian Verified vendor. Verified vendors demonstrate Atlassian standards for add-on quality, reliability, and support.

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    for JIRA Server 7.0.0 - 7.3.6 and more versions
    Versions available for JIRA Server 6.0 - 6.4.14
    This add-on isn't formally supported, but you can ask a question via Atlassian Answers.

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    JIRA Service Desk
    This add-on is compatible with JIRA Service Desk.
    catWorkX GmbH supports this add-on.

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    JIRA Service Desk
    This add-on is compatible with JIRA Service Desk.

    Transfer and sync OTRS tickets with JIRA issues

    Transfer and sync OTRS tickets with JIRA issues

    JIRA Issue with link to OTRS Ticket

    OTRS Ticket data has been transferred to JIRA

    OTRS Ticket, with link

    Show the JIRA Issue with a link to OTRS Ticket

    Show the message displayed in OTRS once the Ticket data has been transferred to JIRA successfully.

    Shows the OTRS Ticket right after creating the JIRA issue. Now also includes a link to JIRA.

    More details

    This add-on provides creation of tickets and comments in OTRS from within JIRA. It is compatible with JIRA 7 and OTRS 4 and 5. In addition to this, the licensing API for the OTRS Package is included in this add-on.

    User reviews

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    by Francis Malka on 2014-01-29
    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.
    4 out of 6 found this review helpful
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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.


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    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).

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    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.

    Note: While this add-on has features specific to JIRA Service Desk, the add-on is technically available across the whole JIRA instance. Therefore the above guidelines for the license tier still apply.

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    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

    catWorkX GmbH is an vendor, committed to providing support for their add-ons at least 8 hours a day, 5 days a week.

    Vendor support resources


    Find out how this add-on works.


    Collaborative documentation platform hosted by this vendor.

    Atlassian Community

    Atlassian-hosted discussions connect you to other customers who use this add-on.


    Version JIRA Server 7.0.0 - 7.3.6 Released 2017-01-17


    New configuration page for the addon


    Main Feature

    • New configuration page within JIRA replacing the old configuration file
    • Old settings will be migrated on installation, but the configuration page should be checked afterwards

    Additional Features

    • Default values can be added for most OTRS fields
    • Updated the used HttpClient library


    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 OTRS Integration for JIRA 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 OTRS Integration for JIRA. You're prompted to log into MyAtlassian. OTRS Integration for JIRA 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 OTRS Integration for JIRA versions compatible with your instance, you can look through our version history page.

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