Page History

...

Audit: Used for J-sox change requests and IRY issues registered to deliver evidence for auditors.

Authorization request: Elevate user rights request used for Ympact to request YMXXITS1 access to have command line access and to operate in Ympact (Branch specific) Production environment.

...

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.

Statuses

Filling user attributes first status for incoming tickets. Background process is running to collect user data and fill other fields automatically. No action should be taken when a ticket has this status.

Image Modified

The ticket will automatically move to next status Awaiting assignment.

Awaiting assignment  Ticket can be assigned, this need to be done via the Allocate button.
For all other statuses the Assignee field can be used directly to re-assign a ticket to yourself or a colleague (instructions below).
Image Modified

Image Modified

Assigned to do Ticket is automatically transferred to this status after using the allocate button. Ticket will appear on to do list of a assignee (Filter number 4 in the dashboard)
Image Modified

In Progress  When starting to work on a ticket use the Start progress button

Reopened

Closed
The issue is considered finished, the resolution is correct. Issues which are closed can be reopened.

Awaiting Customer  used when more information/response from a customer (Reporter or Requested participant) is required in order to move forward with a issue.

Awaiting Supplier used when more information/response from a supplier  is required.
Image RemovedImage Added

Awaiting Authorization

...

Transition issue through workflow

Awaiting Customer status

The Awaiting Customer status is used when more information/response from a customer (Reporter or Requested participant) is required in order to move forward with a issue.

Please also read page How to use @mentions to tag a reporter or a commenter directly.

1. Awaiting Customer status can be triggered via the Workflow- Respond to customer button.
   Image RemovedImage Added
   When selecting this option a pop up frame will be opened:
   
   
   
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.  
    Optional
   1. Optional: Add comment to the comment section.  
      
   1.  Select the Respond to customer button.
   2. 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..
      

   ...