Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

From OTRS to JSD


I have a plan to migrate from OTRS to JSD in 2020. I run a Help Desk Team with about 6/8 people for a software house. 

We already have Confluence and Jira for issues.

I'd like to know what I have to do to link Jira to JSD and what are the fields that automatically are linked from both software (i.e. Project, Version, Users, ...)

This is very important to finally choose JSD.


Thanks in advance.

1 comment


Jira Service Desk is installed in the applications section of your Jira adminstration. After installation you can create Jira Service Desk projects. Each service desk project represents a service desk for specific needs (IT, HR, Marketing, Sales,...).

A connection to existing Jira software and/or core projects must be done manually. By default users with a service desk license cannot use Jira software features (dev tool, boards, versions,...). The other way around users with a Jira software license cannot use JSD queues or communicate directly with the customers via the service desk project.

You might start here:

One advice: Make a clean cut. Do not try to migrate any tickets from OTRS to JSD. Leave the OTRS instance running with allowing the creation of new tickets & handle answers to thes OTRS tickets as new tickets in JSD. We made the migration this way & never looked back...




Log in or Sign up to comment
Community showcase
Posted in Jira Service Management

Jira Service Management Documentation Opportunities

Hello everyone, Hope everyone is safe! A few months ago we posted an article sharing all the new articles and documentation that we, the AMER Jira Service Management team created. As mentioned ...

315 views 0 10
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you