Request to link engagement tracker to bug when setting Telco:Case on that bug

[bzvonar]

When setting Telco:Case on a bug, requesting that the automation also link the appropriate engagement tracker for key telco partners/customers (and, I guess, remove that link if/when the automation removes the Telco:Case keyword).

ref: Using Engagement Trackers with Telco Bug

[jsisulRH]

Will discuss in next dashboard stand-up. What we get from SFDC is an entitlement (number), so we'd need some way to map each bug to it's entitlement. We'd also need to handle multiple inheritance (more than one ticket per bug). Also, the dashboard already provides a per-entitlement view of all bugs associated with that entitlement.

[npalchur]

Hi,

I had a call with the Jira team to automate this process for Tier 1 customers. Whenever a new bug is attached to the project KNI-ECO, we want to check the customer name and map the respective labels accordingly.

I'm not sure how we can distinguish between the Core and RAN labels for each customer. Could you please clarify?

Sometimes, these cases may have multiple bugs that have dependencies on RHEL, ACM, and OpenStack etc.

[bzvonar]

Hi @npalchur - the Core & RAN labels aren't required for this automation, just the engagement trackers.

[npalchur]

Yes, we do have RAN and Core Engagement Trackers. When a new bug is attached to the case, it’s hard to distinguish here.

[bzvonar]

I had a chat with Steven after the meeting today re: the security considerations in play.  I understand those may mean that this linking can't be done via your existing case dashboard automation, or that you might prefer doing this purely via Jira (though that's not possibly currently, afaik).

Per the discussion with Steven, the account information doesn't need to include an actual partner/customer name, so that might help from the security angle.

For the record, here's a quick view of what I think is required to do this from your existing case dashboard automation...

• Maintain a table mapping 

  • unique account IDs in the access portal (e.g. 11948424 for this case) to 
  • unique ACCT-xx numbers (e.g. ACCT-60) per this doc 

• Then, at the point where the existing case dashboard automation deals with Jiras linked to cases (to add the Telco:Case keyword to the RH Private Keywords field in the Jira)

  • if the account for the case in question has an entry in the mapping table, link the corresponding ACCT-x to the Jira, if it's not already linked 
  • I don't think it matters if it's an "is related to" link or a "relates to" link, but it should be one of those