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The button should NOT be used for creation of a SD issue.

SD Issuetypes

Image RemovedIncident:  Reporting a incident or outage. Currently all incoming issues submitted via the Jira Customer portal will have Issue type Incident.

Image RemovedService Request:  Request for information.  (This issue type is currently not used anymore)

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

Image RemovedAuthorization 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.

Image RemovedRobotJob Change: Robot Job Change request used for Ympact Job scheduling

Image RemovedDeployment request: Triggered by Development software projects used by B2B teams for Ympact,Ympulse, Yamcom deployments.

SD Issues overview

SD Specific Fields

SD mandatory fields have been highlighted in Yellow

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• Type: Issue type
• Priority: By default issues are set to Medium
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• Solution group *: Drop down single select list to define which department will be working on the issue.
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• Team Yamaha: Label field, multi select, always starting with team# <team name>  used to determine which team will be working on the issue.
  This field has been replaced with Yamaha Team.
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• Yamaha Team*: Mandatory Drop down single select list to define which (agile) team will be working on the issue.
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• Application-Module*:  Mandatory Drop down single select list to indicate the involved Application-Module of the reported request (issue).
• Department: Department of the reporter of the issue.
• Company: Company of the reporter of the issue.
• Epic Link: Linked epic issue if a issue is related to a Project.
• SD Classification: Drop down single select list, by default for incoming issues set to Business as Usual (BAU)
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• Status: Workflow status
• Resolution: Resolution can be set when a issue will be closed.

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• Request Type: Customer portal request type
• Customer status: Status visible in the Customer portal. This does not always corresponds directly with the issue workflow status.
• Channel: Portal or e-mail request
• View customer request: link directly to the Customer portal request. This link can be shared if a customer need to access a specific issue.

SD Workflow(s)

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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.

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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).
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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)
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In Progress  When starting to work on a ticket use the Start progress button
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Reopened
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Awaiting Supplier used when more information/response from a supplier  is required.
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Awaiting Authorization
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Review Approval  Used by Infra for Issue type Audit to have J-sox change reviewed. How-to create an Infra J-SOX CHANGE issue

Awaiting manager approval   Used by Infra to request IT management approval for J-sox changes.  How-to create an Infra J-SOX CHANGE issue

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.

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1. Optional: Add comment to the comment section.  
   

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More detailed documentation for this project can be found under  Yamaha Applications Support Desk (SD).

Change Advisory Board (CAB)

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