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• Filling Issue attributes:Ticket is created, automation rules are running at the background to fill issue field values.
• Awaiting assignment Onboarding ticket ready for being picked up by IT Servicedesk; Assign ticket to a SD-Agent
• Assigned (to do)  work has not started, Onboarding issue has been assigned to a SD-Agent
• In Progress Issue is in Progress (work can always move back to this status);
• 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: Jira training for Onboarding
  
• Awaiting Supplier Used when more information/response from a supplier is required.
  Detailed information for this status can be found further below under: Jira training for Onboarding
• Access request Ympact Triggers automatic Sub-Task creation
• Access request Yams Triggers automatic Sub-Task creation
• Access request TM1/Cognos Triggers automatic Sub-Task creation
• Access request Jira/Confluence/Bitbucket Triggers automatic Task creation
• Request Mobile Phone: Triggers automatic Sub-Task creation
• Access Request Facility : Triggers automatic Task creation
• Closed Onboarding of the new employee/user has been completed

Awaiting Customer status 

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Awaiting Customer status 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  Respond to customer button .
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   When selecting this option a pop up frame will be opened:
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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.
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5. Response from customer received:
   
   1. Via issue: Status will automatically changed back to status In Progress.
   2. Manually: Select status In Progress.
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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.

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

1. Awaiting Supplier status can be triggered via the  Awaiting Supplier  button .
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   When selecting this option a pop up frame will be opened:
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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.
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5. Response from supplier received:
   
   1. Via issue: Status will automatically changed back to status In Progress.
   2. Manually: Select status In Progress.
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SD: Simple 3 step Workflow 

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Onboarding procedure in Jira

1. Onboarding ticket is created by HR, reporter = HR-Jira@yamaha-motor.eu [YME HR]
   
   
2. After creation ticket will be transitioned to status Awaiting assignment
    
3. SD-agent allocates ticket via Image Removed button to  to him/herself
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4. SD-agent set issue toImage Removed
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   After transitioning the Onboarding ticket to status In Progress the Onboarding form will automatically being attached.
   Please make sure you have the Forms tab open to view the form
   
   
   The form is directly visible in the customer portal.
   
   
5. SD-agent adds Manager of the new user as Requested participant
   1. Add in the comment section a canned response "SD_Onboarding NEW" and adjust the information between brackets[ ]
   2. Then click on Share with Customer to send the message.
      
      
      
      
6. Manager receives a notification via e-mail.
   For the manager it will look like below in the Customer portal:
   
   
   
7. Manager action:
   1. Manager saves and submit form in customer portal
      
      The form will be locked for editing. Print screen from original onboarding ticket
      
   2. Form will be attached as PDF. This PDF file is not visible in the customer portal, only in the original ticket for SD-agents.
      
      
8. Sub-task and Jira training for Onboarding can be requested according to selection made in the Onboarding Form.
After all linked Sub-task and tasks are completed the Onboarding ticket can be closed by the SD-Agent.Use a canned response: 

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1. 1. 
      
2. Add a Internal comment to the Onboarding ticket
   copy  [Example User NAME, USERID] to [New User  NAME,  USERID]
   This internal comment will be copied in the next step when requesting Sub-Tasks and Tasks.
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3. Sub-task and Jira training for Onboarding can be requested according to selection made in the Onboarding Form.

   Note
   All communication with the Manager/User will be done through the original Onboarding ticket!

4. After all linked Sub-task and Tasks are completed the Onboarding ticket can be closed by the SD-Agent.
   1. Use a canned response: 
      
      

Sub-TasksImage Added

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Sub-Tasks Sub-Tasks

For internal action by IT department(s) a Sub-Task can be created via the original Onboarding ticket. This is automatically done by selecting the appropriate transition.

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For internal action by IT department(s) a Sub-Task can be created via the original Onboarding ticket. This is automatically done by selecting the appropriate transition.

       Status:                                                     Transition:
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Transitions are visible in the Onboarding ticket via the  the (workflow) buttonsImage Removedmenu when active status is "In Progress"
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After a Subtask transition is triggered in the original Onboarding ticket,  the status is will temporary being changed to Access request XXXXXXX
Image Removedor Request Mobile phone

After the Sub-Task creation the original SD Onboarding ticket automatically transitions back to In Progress Image Removedto Image Added 

You might need to refresh your page (F5) if status change is not visible.

These status changes are also visible in the Customer Portal:
ExampleExamples:

This status change also reflects in the customer portal:
Example:
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All All requested Sub-Tasks can be found under Sub-Tasks section in the original Onboarding ticket

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Status of Sub-Task can easily being tracked in original  Onboarding ticket.
If a Sub-Task is completed it will look as follows in the original ticket.

All attachments and Onboarding Form from original Onboarding ticket are copied to the Task and Sub-

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Task.

When opening the Sub-task you can always see to which original Onboarding ticket it belongs.
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A Sub-Task  is a internal task which is not visible in the Customer portal. For this

1. Status To Do: SD-Agent assigns ticket to himself/herself
2. Requested action is being executed by selected Yamaha team 
3. Request is closed, comment screen will pop up for final comment
   1. Approval: add approved/not approved comment
   2. Execution granting rights or Ympact : add screenshots for evidence collection J-sox, see .......

No action needed, select canceled and provide reason for cancelation.

A Sub-Task ticket is a internal task which is not visible in the Customer portal. For this reason there is no match with the (customer) request type in the customer portal.

Onboarding Ympact - Req. Ympact

1. Select Internal comment
2. Type comment: Ympact: copy [ example user ]to [ New user]  
3. Select Req. Ympact

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Sub-Task  procedures

1. Status To Do: Agent assigns ticket to himself/herself
2. Requested action is being executed by selected Yamaha team 
3. Request is closed, comment screen will pop up for final comment
   1. Approval: add approved/not approved comment
   2. Execution granting rights or Ympact : add screenshots for evidence collection J-sox, see .......

No action needed, select canceled and provide reason for cancelation.

Access request Ympact

Status of Onboarding ticket temporary changes to Image Removed Image AddedAfter ticket is created it will automatically transitions back to Image Removed Image Added

This option triggers a automatically subtask creation:

All attachments and onboarding form from original ticket are copied to the subtask:

Onboarding Yams- Req. Yams

1. Select Internal comment
2. Type comment: Ympact: copy [ example user ]to [ New user]  
3. Select Req. Yams

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See in Yellow the fields that are pre-filled by the automation rule: SD_Create Sub-Task Onboarding Access request for Ympact

• Automatically the Ympact Sub-Task is assigned to the same Assignee as the original Onboarding ticket.
• Text: copy  [Example User NAME, USERID] to [New User  NAME,  USERID] is taken from the last comment of the original onboarding ticket. Other text is pre-set via the automation rule.

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Access Request Yams

Status of Onboarding ticket temporary changes to Image Removed Image AddedAfter ticket is created it will automatically transitions back to Image Removed Image Added

This option triggers a subtask
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All attachments and onboarding form from original ticket are copied to the subtask:

New ticket is visible in Infra-AS400 Dashboard
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Subtask Yams

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See in Yellow the fields that are pre-filled by the automation rule: SD_Create Sub-Task Onboarding Access request for Yams

• Automatically the YAMS Sub-Task is assigned to the same Assignee as the original Onboarding ticket.
• Text: copy  [Example User NAME, USERID] to [New User  NAME,  USERID] is taken from the last comment of the original onboarding ticket. Other text is pre-set via the automation rule.
• Remon Cliteur is automatically added as requested participant

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Yams Ticket is going to be handled by several persons:

1. Solution Group: Infra Servicedesk, Yamaha Team: INFRA-SD, Assignee: Same as original onboarding ticket
2. Solution Group: Infrastructure, Yamaha Team: INFRA-AS400
3. Solution Group: Business Applications (ITS Support), Yamaha Team: B2B-YAMS, Assignee: Remon Cliteur

When ticket is transition via INFRA-SD to Solution Group: Infrastructure, Yamaha Team: INFRA-AS400 team the subtask will be visible in Infra-AS400 Dashboard

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Access request TM1/COGNOS

Status of Onboarding ticket temporary changes to Image AddedAfter ticket is created it will automatically transitions back to Image Added

This option triggers a subtask
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See in Yellow the fields that are pre-filled by the automation rule: SD_Create Sub-Task Access request for TM1/Cognos

• Automatically the TM1/COGNOS Sub-Task is assigned to Mark Lucassen.
• Text: copy  [Example User NAME, USERID] to [New User  NAME,  USERID] is taken from the last comment of the original onboarding ticket. Other text is pre-set via the automation rule.

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Procedure:

1. Change status to In Progress
2. 1. Rights approved: Groups are specified by Mark , leave status as "In Progress", INFRA-SD will assign rights and closed ticket.
   2. Rights not approved: Mark closes the Sub-Task, by selecting status Canceled

Request Mobile Phone

Status of Onboarding ticket temporary changes to Image AddedAfter ticket is created it will automatically transitions back to Image Added

This option triggers a subtask
Image Added

See in Yellow the fields that are pre-filled by the automation rule: SD_Create Sub-Task request for Mobile Phone

• Automatically the Mobile Phone Sub-Task is assigned to Danny Vogelzang.

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[ issue last comment from original Onboarding ticket ]

Please create a ODBC connection for new YAMS user.
When done change the following fields to:

• Solution group: Business Applications (ITS Support)
• Yamaha team: B2B-YAMS
• Assignee: Remon Cliteur

Dear Remon,
Please grand Yams authorization for new user.

Added directly from last comment original Onboarding ticket
Ympact: YMETST to YMETSTNEW1
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Task

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Task Task

For non-internal action by divisions/departments other than Information Systems  Systems or for Scrum teams a Task can be created via the original Onboarding ticket. This is automatically done by selecting the appropriate transition.Status:                                                     Transition:Image Removed

Transitions are visible in the Onboarding ticket via the Workflow menu

After a Task transition is triggered in the original Onboarding ticket the status is temporary changed to status Access request XXXXXXX

This status change is visible in the Customer Portal:

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