Epic Goal

• Migrate the CCE Support Request automation to work on Jira Cloud
• To ensure a smooth migration, the following steps are proposed:
  • Before the Jira Cloud migration, modify the automation to create Jira trackers in both Jira Server and the Jira Cloud UAT instances
  • Identify and document any potential changes necessary between the UAT environment and Jira Cloud Prod environment (e.g. field IDs and values)
  • After the Jira Cloud migration, make any necessary updates (e.g. if a field ID changed)
  • Remove the Jira Server half of the automation from the Slakc workflow

Why is this important?

• The current Jira server deployment will be migrated to Jira Cloud on March 16th. When that happens, our automation should not experience any interruptions.  
• After the migration, we will be unable to create issues on the current Jira Server deployment

Scenarios

1. Creating a new Support Request in slack creates a Jira tracker with the support request details.
   1. Customer name, request description, etc are included in the ticket body
   2. The slack thread URL is linked to the ticket
   3. The Support Request priority is mapped to Jira tracker priority
   4. The support request issuer is the Jira tracker's "reporter" 
   5. The Jira tracker is not public (Red Hat Internal or similarly restricted)
2. Marking a Support Request as Done in slack marks the associated Jira tracker as Done (and if there is no assignee yet, an appropriate user is assigned the tracker)
3. (not necessarily MVP) when a team member "acknowledges" a support request, they are assigned to the Jira tracker

Acceptance Criteria (Mandatory)

• All existing Support Request automation targeting Jira server (see above scenarios) must have functional parity on Jira Cloud
• Support requests should still also be tracked in the slack list and Google sheet for the time being
• Support request Jira trackers should still appear on the Openshift Pipelines CCE kanban board

Dependencies (internal and external)

1. This will require using the Jira Cloud slack connector. The functionality is assumed all be present but this needs confirmation
2. The Jira Cloud migration has been delayed at least once. Another delay may affect this timeline
3. The current automation piggy backs off of the Konflux Support Ops slack bot's backend. Ideally this will remove that dependency 

Previous Work (Optional):

1. …

Open questions:

1. Currently the support requests are created in Jira as a "Service Request" ticket. The ticket type may need to change if the OSP project doesn't have such a ticket type after the migration. 

Done Checklist

• Acceptance criteria are met
• Non-functional properties of the Feature have been validated (such as performance, resource, UX, security or privacy aspects)
• User Journey automation is delivered
• Support and SRE teams are provided with enough skills to support the feature in production environment