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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

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SD Issue types and Customer request type SD Issue types and Customer request type

Request name is the Customer Request type.

SD Issues overview

SD Specific Fields

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• Request Type: Customer portal request type, see for overview Yamaha Applications Support Desk (SD)
• 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)

Basic information how to transition a issue through a Workflow can be found in: Jira Training Basics - Workflow

SD Default Workflow

Statuses 

Statuses SD Default Workflow

1. 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.
The ticket will automatically move to next status Awaiting assignment.

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Awaiting Customer  Used when more information/response from a customer (Reporter or Requested participant) is required in order to move forward with a issue.
Detailed information for this status can be found further below under: Yamaha Applications Support Desk (SD)

Awaiting Supplier Used when more information/response from a supplier  supplier is required.
Detailed information for this status can be found further below under: Yamaha Applications Support Desk (SD)

Awaiting Authorization Used to request approval for Ympact authorization.
SD Classification need to be on : User authorization related.

Onboarding 

Pending linked ticket execution



Change Advisoryboard (CAB) 

Awaiting Development
Awaiting Execution
Deployment validation
Ready to Close

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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.

SD: Software Authorization flow

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SD: Simple 3 step workflow

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Transition issue through workflow

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Statuses SD Default Workflow detailed explanation

Awaiting Customer status 

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Awaiting Customer status

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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.

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1. Awaiting Customer status can be triggered via the Respond to customer button .
   
   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.  
   1. Optional: Add comment to the comment section.  
      
3.  Select the Respond to customer button.
4. 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.
   
   
5. Response from customer received:
   
   1. Via issue: Status will automatically changed back to status In Progress.
   2. Manually: Select status In Progress.
      
      

Awaiting supplier status

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Awaiting supplier status Awaiting supplier status

The Awaiting Supplier status is used when a supplier has been contacted either via the issue directly or via other communication canals to purchase/request assistance for products/services.

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1. Awaiting Supplier status can be triggered via the Awaiting Supplier  button .
   
   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 Supplier 
   Use comment: Respond to customer if your message should be shared with the the reporter and requested participants.  
   1. Optional: Add comment to the comment section.  
      
3.  Select the Awaiting supplier response button.
4. After reply from the Awaiting supplier response button is pressed the comment will be added to the ticket and status will be changed to Awaiting Supplier. Description area is optional.
   
   
5. Response from supplier received:
   
   1. Via issue: Status will automatically changed back to status In Progress.
   2. Manually: Select status In Progress.
      

SD: Software Authorization flow

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SD: Access Request Onboarding Workflow

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Training material for this onboarding Workflow can be found on the following page: Jira training for Onboarding.

SD: Simple 3 step workflow

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Statuses SD: Simple 3 Step workflow

• To do: work has not started, issue can be assigned (work can always move back to this status);
• In progress: Issue is in Progress (work can always move back to this status);
• Done: the work is completed, resolution is automatically set to "Done";
• Canceled: No further work will be done on this issue, it is not required anymore or has become obsolete. Resolution is automatically set to "Canceled" a comment Screen will pop up to include information why the issue has been canceled (can be selected from any status). 

If a Issue is already closed and will be moved back to status "To Do" or "In Progress" the resolution will be cleared.

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

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