Jira and OTRS integration using Teamworkx
We need to organize the integration of OTRS and Jira. It is required to create tickets in OTRS from Jira and vice versa, from Jira to OTRS.
We decided to try the Teamworkx connector.
We have installed and completed basic settings in both Jira and OTRS.
Jira 9.6.0 (server), Teamworkx OTRS Integration for Jira 80.40.10.1, OTRS Community Edition 6.0.30.
From OTRS, tickets are created in Jira, and everything is fine.
We received the message:
A new Jira Issue has been created!
To the issue (Jira): STR-1391 (12810)
Back to the ticket (OTRS): 0270912 (243820)
But tickets are not created from Jira in OTRS.
We get the error:
There is this error in the Jira logs (logs levels are set to DEBUG):
2023-09-11 17:53:48,252+0300 http-nio-127.0.0.1-8080-exec-27 DEBUG kyakovlev 1073x209684x1 zpqgr2 192.168.145.125,127.0.0.1 /secure/CreateOTRSTicketAction!default.jspa [d.c.j.p.otrs.util.LicensingHelper] [getLicenseInfo] License is valid
2023-09-11 17:53:48,268+0300 http-nio-127.0.0.1-8080-exec-27 DEBUG kyakovlev 1073x209684x1 zpqgr2 192.168.145.125,127.0.0.1 /secure/CreateOTRSTicketAction!default.jspa [d.c.j.p.otrs.ao.EntityManagerImpl] [getAllContexts]: # of context: 1
2023-09-11 17:53:48,271+0300 http-nio-127.0.0.1-8080-exec-27 DEBUG kyakovlev 1073x209684x1 zpqgr2 192.168.145.125,127.0.0.1 /secure/CreateOTRSTicketAction!default.jspa [d.c.j.p.otrs.ao.EntityManagerImpl] [getAllContexts]: # of context: 1
2023-09-11 17:53:49,835+0300 http-nio-127.0.0.1-8080-exec-26 DEBUG kyakovlev 1073x209685x1 zpqgr2 192.168.145.125,127.0.0.1 /secure/CreateOTRSTicketAction!default.jspa [d.c.j.p.otrs.util.LicensingHelper] [getLicenseInfo] License is valid
2023-09-11 17:53:49,838+0300 http-nio-127.0.0.1-8080-exec-26 DEBUG kyakovlev 1073x209685x1 zpqgr2 192.168.145.125,127.0.0.1 /secure/CreateOTRSTicketAction!default.jspa [d.c.j.p.otrs.ao.EntityManagerImpl] [getAllContexts]: # of context: 1
2023-09-11 17:53:49,844+0300 http-nio-127.0.0.1-8080-exec-26 DEBUG kyakovlev 1073x209685x1 zpqgr2 192.168.145.125,127.0.0.1 /secure/CreateOTRSTicketAction!default.jspa [d.c.j.p.otrs.settings.ConfigurationManager] [getSetting] context = customfield_10500, key = create.otrs.ticket.action.is.readonly and value = false
2023-09-11 17:53:49,845+0300 http-nio-127.0.0.1-8080-exec-26 DEBUG kyakovlev 1073x209685x1 zpqgr2 192.168.145.125,127.0.0.1 /secure/CreateOTRSTicketAction!default.jspa [d.c.j.p.otrs.settings.ConfigurationManager] [getSetting] context = customfield_10500, key = customfield.otrs.customer and value = customfield_10501
2023-09-11 17:53:49,847+0300 http-nio-127.0.0.1-8080-exec-26 DEBUG kyakovlev 1073x209685x1 zpqgr2 192.168.145.125,127.0.0.1 /secure/CreateOTRSTicketAction!default.jspa [d.c.j.p.otrs.settings.ConfigurationManager] [getSetting] context = customfield_10500, key = customfield.otrs.queue and value = customfield_10502
2023-09-11 17:53:49,847+0300 http-nio-127.0.0.1-8080-exec-26 DEBUG kyakovlev 1073x209685x1 zpqgr2 192.168.145.125,127.0.0.1 /secure/CreateOTRSTicketAction!default.jspa [d.c.j.p.otrs.actions.CreateOtrsTicketAction] setCustomer:
2023-09-11 17:53:49,847+0300 http-nio-127.0.0.1-8080-exec-26 DEBUG kyakovlev 1073x209685x1 zpqgr2 192.168.145.125,127.0.0.1 /secure/CreateOTRSTicketAction!default.jspa [d.c.j.p.otrs.actions.CreateOtrsTicketAction] setQueue:
2023-09-11 17:53:49,852+0300 http-nio-127.0.0.1-8080-exec-26 DEBUG kyakovlev 1073x209685x1 zpqgr2 192.168.145.125,127.0.0.1 /secure/CreateOTRSTicketAction!default.jspa [d.c.j.p.otrs.ao.EntityManagerImpl] [getAllContexts]: # of context: 1
2023-09-11 17:53:50,920+0300 http-nio-127.0.0.1-8080-exec-21 DEBUG kyakovlev 1073x209688x1 zpqgr2 192.168.145.125,127.0.0.1 /secure/CreateOTRSTicketAction.jspa [d.c.j.p.otrs.actions.CreateOtrsTicketAction] setQueue:
2023-09-11 17:53:50,920+0300 http-nio-127.0.0.1-8080-exec-21 DEBUG kyakovlev 1073x209688x1 zpqgr2 192.168.145.125,127.0.0.1 /secure/CreateOTRSTicketAction.jspa [d.c.j.p.otrs.actions.CreateOtrsTicketAction] setCustomer:
2023-09-11 17:53:50,920+0300 http-nio-127.0.0.1-8080-exec-21 DEBUG kyakovlev 1073x209688x1 zpqgr2 192.168.145.125,127.0.0.1 /secure/CreateOTRSTicketAction.jspa [d.c.j.p.otrs.actions.CreateOtrsTicketAction] doValidation started
2023-09-11 17:53:50,921+0300 http-nio-127.0.0.1-8080-exec-21 DEBUG kyakovlev 1073x209688x1 zpqgr2 192.168.145.125,127.0.0.1 /secure/CreateOTRSTicketAction.jspa [d.c.j.p.otrs.util.LicensingHelper] [getLicenseInfo] License is valid
2023-09-11 17:53:50,929+0300 http-nio-127.0.0.1-8080-exec-21 DEBUG kyakovlev 1073x209688x1 zpqgr2 192.168.145.125,127.0.0.1 /secure/CreateOTRSTicketAction.jspa [d.c.j.p.otrs.actions.CreateOtrsTicketAction] setError started: error
Jira doesn’t send anything to OTRS, we see this through tspdump.
Maybe someone has encountered such an error.
What else can we do to understand what the problem is?