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From OTRS to JSD

Mike Donnarumma December 19, 2019


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

JP _AC Bielefeld Leader_
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December 20, 2019


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...




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