I researched the JIRA API a little bit: https://docs.atlassian.com/jira-servicedesk/REST/3.6.2/
It should be possible to use it. However we need an "Application" for this in JIRA (for authentication). This can be archived by writing to jira-admins@suse.de (https://chat.suse.de/channel/jira?msg=mur2imxxCLNEtxSPL). I didn't do this but wanted to share some first steps

Wrote to jira-admins requesting application access.

When the worker will be up again, this should be added to production. See #97502

ilausuch wrote:

When the worker will be up again, this should be added to production. See #97502

Not sure what you mean but this ticket here is only about creating tickets automatically.

dheidler wrote:

ilausuch wrote:

When the worker will be up again, this should be added to production. See #97502

Not sure what you mean but this ticket here is only about creating tickets automatically.

Yes, you are right. This is not the correct ticket.

nicksinger wrote:

I researched the JIRA API a little bit: https://docs.atlassian.com/jira-servicedesk/REST/3.6.2/

Please don't overdo it. We should be able to rely on just ticket creation by email. If somebody denies us that possibility please escalate to runger.

Ok - As I didn't get any response from jira-admins yet, I'll send a mail to Ralf.

Meanwhile there was a less helpful response to my mail to jira-admins:

Hello Dominik,
due to the link you have provided you want to create tickts in
https://sd.suse.com. So, please get in contact with SUSE-IT or Engefra
by following paragraph 1.) or 2.) from your link.

Best,
Robert

On Tue, 2021-08-24 at 11:48 +0200, Dominik Heidler wrote:
> Hi,
>
> due to
> https://mailman.suse.de/mlarch/SuSE/osd-admins/2021/osd-admins.2021.08/msg00490.html
> the qa-tools team needs an "application" (API user) to be able to
> create tickets using the jira-servicedesk API.
> The E-Mail address (if applicable) would be osd-admins@suse.de.
>
> Regards,
> Dominik

Reading between the lines of the latest mail I suspect that they want to say that jira-admins don't manage the jira-servicedesk application.
So I opened an infra ticket: https://sd.suse.com/servicedesk/customer/portal/1/SD-59028

... which got closed with the comment

Please send your tickets to address enginfra-system@suse.com

Which I tried with a test ticket and which (as expected) doesn't seem to work (as stated in that mail from infra).

So I opened a new ticket: https://sd.suse.com/servicedesk/customer/portal/1/SD-59046

I wanted to talk about this in the team but I can as well write it here:

To make sure that all team members have access to the tickets,
we would need to send them to that email address and add an info for the L1 team.
Something like this:
"Please add all team members listed at https://progress.opensuse.org/projects/qa/wiki/Wiki#Team to this ticket".
I'm not sure if they will do it, though.

WDYT?

dheidler wrote:

"Please add all team members listed at https://progress.opensuse.org/projects/qa/wiki/Wiki#Team to this ticket".

I suggest the following:

1. Write the message: "Please add osd-admins@suse.de as CC (If this is not possible, please add all team members listed at https://progress.opensuse.org/projects/qa/wiki/Wiki#Team to this ticket)".
2. When sending an email to create a ticket automatically please CC "infra@suse.de" from which we actually do get a confirmation as long as that system still exists.

https://gitlab.suse.de/openqa/grafana-webhook-actions/-/merge_requests/18

I'm not so sure about the CC, though.

dheidler wrote:

This should be covered now:

Sounds great! Does it work?

I did some manual test sending mails from my own suse.de address with Ömer and that worked fine.