...

If a (bug) fix for a application is required the Bugfix transition can be used to trigger a issue being created in a Development project.

Awaiting Customer status

1. Awaiting Customer status can be triggered via the Workflow- Respond to customer button.
   Image Modified
   When selecting this option a pop up frame will be opened:
   Image Modified
   
   
2. Check Comment selection (see marked in red in the above screenshot).
   Default for comment is set to Internal comment. The Internal comment option can be used for only triggering a status update to Awaiting customer. 
   Use comment: Respond to customer if your message should be shared with the the reporter and requested participants.  
3.  Optional: Add comment to the comment section.  
   
4.  Select the Respond to customer button.
5. After using the Respond to customer button is pressed the comment will be added to the ticket and status will be changed to Awaiting customer. Description area is optional..
   Image Modified

Change Advisory Board (CAB)

...

Unfortunately it is not possible to copy all comments, but last comment and the comment entered in the comment screen that pops up if this transition is used will both be copied to the new B2C incident.

Assign a Issue to a different team

If action from a different team/department is required or of it has been wrongly addressed some settings need to be changed to address it to the correct team/department.
View of issues in a queue/dashboard is for all departments depending on 2 settings

1. Solution group
2. Yamaha Team or Yamaha Team(s)

Multi select field Yamaha Team(s) field is used in YPM project for issue type: Programme, Project, Enhancement and Epic

Single select field Yamaha Team is used for all other Jira Projects and Issue types used by Information Systems Division.

Image Added Image Added

Overview Solution group and Yamaha Team / Yamaha Team(s)

Step-by-step guide moving a issue to the correct department

For moving a issue/ticket to a different department 

1. Select the correct Solution group
2. Select the Yamaha Team corresponding to the Solution group in the second column of above overview.
3. Remove yourself as assignee

The persons who are handling the queues from the department will take further care of the ticket and move them to the second line if needed.

Step-by-step guide request a specific action from another department by moving the issue

If a issue is in progress but action is needed from a different department a issue can (temporary) be moved to a different department. 

1. Select the correct Solution group
2. Add Yamaha Team corresponding to the Solution group in the second column of above overview form who action is required
3. Remove yourself as assignee and add yourself as requested participant or Watcher. 
   In case of updates you keep tracking of the issue and will be notified if anything is changed.
4. Add a comment to the issue with your request toward the Yamaha Team and request to reassign the ticket back to your Solution group/department.

The persons who are handling the queues from the department will take further care of the ticket and move them to the second line if needed and/or assign it to the correct person.

Incoming ticket handling for Yamaha Application Support Desk (SD-)

Check following field selection of the correct one is selected, if not please adjust it or add:

1. Adjust Solution group if wrongly selected
2. Adjust or add correct Yamaha Team
3. Adjust if not the correct SD Classification is selected
4. Adjust the Application-Module if wrongly selected
5. Check if request includes are requires information, if not request customer for more information. 
6. Issue can be allocated to a person when starting on the request/taking care of the request.
   When issue has been assigned before then only re-assign the issue.
   Re-opened issues also need to be re-assigned via the Re-assigned-comment button. 

Add-ons used by Information Systems

...