Installation

Installation Requirements

  • Make sure you have the correct version of JIRA and OTRS
    • JIRA 6.1.1 and above
    • OTRS 3.1 to OTRS 7
    • OTRS 8 and above is not supported
  • In order to restrict ticket view to user/usergroup make sure that the users that work with OTRS and JIRA have the same usernames in both systems otherwise the add-on is not able to retrieve the queues assigned to that user
    • e.g. username john.doe both in OTRS and in JIRA



  1. Acquire the demo or the license of PrOps from the Atlassian Marketplace
  2. Log in to JIRA with an administrator account
  3. Go to Administration->Add-Ons
  4. Search for PrOps
  5. Click Free Trial or Buy Now

JIRA will now upload/transfer all necessary data.

Congratulations, you have successfully installed PrOps to your JIRA instance.




Configuration in Jira


Following instructions apply to OTRS 6 and above. If you are still using OTRS 5 go to the link and follow the steps.

 OTRS 5

Configuration in Jira (For using with OTRS 5) 

  1. Scroll down the sidebar in the add-on section until you reach a new section named „PROPS“
  2. Open Configuration
  3. Type in the URL of your OTRS instance
  4. Enter the SOAP User and Password previously created in OTRS
  5. Press Save

Now the add-on is properly installed and connected to your OTRS instance.

To actively use the gadget go to your Dashboard and add the gadget named „PrOps“ from your Gadget Directory.

 Display a detailed explanation on how to do that...

Create a new dashboard

This step is not necessary if you are able to edit your currently active dashboard.

If you are not sure wether you are capable to do so or not, check out if you can see this in the top right corner of your dashboard.

 How to create a new dashboard...
  1. Click on tools in the upper right corner, and select "Create Dashboard" from the context menu. 
  2. Enter the necessary data about your Dashboard, and in case you would like to share it, give it a short description.
  3. Hit the save button and that's it! Congratulations, on creating your own dashboard!

 

Add an Add-On to your dashboard

  1. Click either on "Add Gadget" or "Add a new gadget." to open a Pop-Up.
  2. In the pop-up, make sure to give it some time. It may take a few seconds until it is completely loaded. Once it it, click on "Load all gadgets"
      
  3. Click on "Load all gadgets"
  4. After that, search for the desired Add-On. They are alphabetically sorted and therefore this should be rather easy.
  5. Click the "Add gadget" button belonging to your desired add-On, and now it should be on your dashboard. The Pop-Up does not close automatically after adding it, so you might have to close it manually in order to see those changes taking effect.

  1. Activate the web services in OTRS to use the new Generic Interface API

     Click here for a detailed explanation to

    Please follow these steps to activate the web services needed for the new version of PrOps

    1.

    In order to use the new OTRS Generic Interface API, you need to manually import our web service file 'props-113-soap.yml'




    Download our web service file from this page →

    2.

    Log into OTRS with an user who has admin permissions


    3.Go to System→Web Services
    4.On the left, click on the Add Web Service button

    5.Again on the left, click on the Import web service button
    6.

    Choose the location of our downloaded file


    7.Leave the name empty, or type "props-113-soap" as filename
    8.

    Click the import button

    9.The web service is now active and can be used in PrOps

  2. Scroll down the sidebar in the add-on section until you reach a new section named „PROPS“
  3. Open Configuration
  4. Choose OTRS 6 or above as major version
  5. Type in the URL of your OTRS instance.
  6. Enter an OTRS Agent Name and Password (You could create an extra "props" agent in OTRS, with appropriate permissions to use for this field)
  7. Press Save
  8. Now the add-on is properly installed and connected to your OTRS instance.

To actively use the gadget go to your Dashboard, add the gadget named „PrOps“ from your Gadget Directory.

 Display a detailed explanation on how to do that...

Create a new dashboard

This step is not necessary if you are able to edit your currently active dashboard.

If you are not sure wether you are capable to do so or not, check out if you can see this in the top right corner of your dashboard.

 How to create a new dashboard...
  1. Click on tools in the upper right corner, and select "Create Dashboard" from the context menu. 
  2. Enter the necessary data about your Dashboard, and in case you would like to share it, give it a short description.
  3. Hit the save button and that's it! Congratulations, on creating your own dashboard!

 

Add an Add-On to your dashboard

  1. Click either on "Add Gadget" or "Add a new gadget." to open a Pop-Up.
  2. In the pop-up, make sure to give it some time. It may take a few seconds until it is completely loaded. Once it it, click on "Load all gadgets"
      
  3. Click on "Load all gadgets"
  4. After that, search for the desired Add-On. They are alphabetically sorted and therefore this should be rather easy.
  5. Click the "Add gadget" button belonging to your desired add-On, and now it should be on your dashboard. The Pop-Up does not close automatically after adding it, so you might have to close it manually in order to see those changes taking effect.

To provide the Gadget for other users share your Dashboard, so that Jira users in the defined group will have access to the gadget. 

 Display a detailed explanation on how to do that...

Share your Dashboard with other users


1. Click on "..." to open the context menu of the Dashboard and choose "Share Dashboard"



2. Select "Group" like shown in the example or other options as category, define the Viewers of the Dashboard and click on "Add"  


3. Once you have finished the selection of Viewers click on "Update" to finish the configuration



You can start configuring and working to your liking.




Having trouble or important feedback? Please contact us!