Customers have installed this app in at least 73 active instances.
    by catWorkX GmbHAtlassian Verified
    catWorkX GmbH is an Atlassian Verified vendor. Verified vendors demonstrate Atlassian standards for app quality, reliability, and support.

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    for JIRA Server 7.0.0 - 7.4.2 and more versions
    Versions available for JIRA Server 6.0 - 6.4.14
    JIRA Service Desk
    This app is compatible with JIRA Service Desk.
    catWorkX GmbH supports this app.

    Get support

    JIRA Service Desk
    This app 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

    Key features:

    • Create a new Jira issue from OTRS ticket
    • Link shared tickets
    • Map OTRS ticket fields to Jira issue fields
    • Synchronise fields on update
    • bidirectional sharing of comments
    • Automatically resolve OTRS tickets by resolving Jira issues
    • Automatically close Jira issue by closing OTRS ticket

    Note: Package consists of two component. The Jira plugin has to be installed via Universal Plugin Manager (UPM). The OTRS package is available for download via our documentation site and can be installed as a normal OTRS package. Licence check is handled from the Jira side.

    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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    Paid-via-Atlassian pricing FAQ

    How does server app pricing work?

    Server products and apps 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 app licenses at any time. Upgrade prices are calculated based on Atlassian's formula (view example).

    If app 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?

    Apps are billed based on the number of users in your host product. For JIRA Server 7.0 or later, the app tier should match the maximum tier of the licensed JIRA products 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 apps. For versions of JIRA Server prior to 7.0, the app tier should match the licensed user tier for JIRA. Even if fewer users want to use the app than your JIRA license, the two licenses should match exactly.Note: While this app has features specific to JIRA Service Desk, the app is technically available across the whole JIRA instance. Therefore the above guidelines for the license tier still apply.

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

    For server apps, purchase and renewal is half-price if you have an academic license for your Atlassian host product. Server apps are always free for community and open-source licenses.

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

    Can I extend my free trial?

    For server apps, you can extend your app 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 app listing in UPM from your Atlassian host product, and you're all set.

    How can I buy apps 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 app pricing is no longer available. You have two options for app purchasing:

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

    Learn more

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

    Vendor support resources


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    Version JIRA Server 7.0.0 - 7.4.2 Released 2017-06-22


    Default Mapping from Summary to Title now deletable



    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 app 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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