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Never worked with Jira before? No problem. Please first read the Jira training Basics page.
In this chapter below the Jira setup for Information Systems Jira-projects - Yamaha Applications Support Desk (SD) is explained.

Yamaha Applications Support Desk (SD)

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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.
  
• Yamaha Team*: Mandatory Drop down single select list to define which (agile) team will be working on the issue.
  
  
• 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)
  
  
• Status: Workflow status
• Resolution: Resolution can be set when a issue will be closed.

* Combination of Solution group and Yamaha Team determines in which queue/board a issue is visible for non-agile teams.
   For Agile teams only Yamaha team field determines in which board the issue is visible.

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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.

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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.

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