Page History

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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.

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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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