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

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

SD IssuetypesIssuetypes 

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

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

 Onboarding Onboarding: Issue type used for Onboarding new Users

Task 

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Task: A Task that needs to be done, currently used for Onboarding procedure

Image Added Sub-task: Smaller task within a larger piece of work, currently used for Onboarding procedure. A sub-task cannot being linked to a Customer portal request type and is only for internal use.


SD Issue types and Customer request type

Request name is the Customer Request type.

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YME IT Support

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YME E-Commerce Support

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Hidden
Issues  with these (customer) request types are visible for customers but cannot be selected in the Customer support portal forms.
These Customer request types are set by automation rules.

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SD Issues overview

SD Specific Fields

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  • Type: Issue type
  • Priority: By default issues are set to Medium

  • Solution group *: Drop down single select list to define which department will be working on the issue.

  • Team Yamaha: Label field, multi select, always starting with team# <team name>. This field is only automatically field filled for Special processes like SQL Execution, Robot Job Changes.
    This field has been replaced with Yamaha Team.Please do no not use it for team assignment but use replacement field "Yamaha Team" instead. 
  • 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 it is set to Business as Usual (BAU)

  • Story Points: used to estimate (in a Fibonacci range) the complexity, effort, and risk inherent to the story. Story Points field available for issue type Change request, Task, Story, Bug, Defect, Spike. 
  • Business value:  used to estimate (in a Fibonacci range) the value of that piece of development to the YME business.
  • Sprint: Multi select field to link the issue to a sprint.
  • Ticket groups: Checkbox field used to group stories and bugs under a YPM Programme/Project. 


  • Resolution: Resolution can be set when a issue will be closed.

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  • Request Type: Customer portal request type, see for overview 
  • 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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