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

Sub-Task creation explanation can be found under Jira training Basics - Subtask creation

Software Delivery BUG/Incident issue creation via SD 

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Software Delivery BUG Software Delivery BUG

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When a SD issue has status In Progress  select then Bugfix - XXXX via the workflow menu. This will trigger a linked issue creation in a Software delivery project. 

Bugfix - YMPULSE - Image Removed> Triggers Image Added Triggers a linked YIS Bug for Yamaha team Wolverine

Bugfix - Logistics - Image Removed > Triggers Image Added   Triggers a linked BL Bug for team B2B-Logistics

Bugfix - YIS - Image Removed > Image Added  Triggers linked a YIS Bug, team will be taken copied from original SD issue

For B2C a similar processes is in place but then Create B2C-Incident  Incident can be selected via the Workflow workflow menu.

Create B2C-Incident Image Removed > Triggers Image Added Triggers linked B2C Incident for Yamaha Team B2C-EPAM-BAU

After creation of the Linked linked Software Delivery Project BUG/Incident the SD Issue will be automatically updated to status

If the deployment issue deployment issue is closed the Original original linked SD issue will automatically be updated to status: . Reporter and Requested participants can be informed that a fix has been applied and the SD issue can be closed with resolution: Done - Development.

SD Issuetypes 

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

Service Request:  Request for information.  (This issue type is currently not used anymore, only visible after manual change )

Audit: Used for J-sox change requests and IRY issues registered to deliver evidence for auditors.

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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

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

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SD Default Workflow

Statuses SD Default Workflow

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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.

2. Awaiting assignment  Ticket Ticket can be assigned to person, this need to be done via the Allocate button. Instructions for team assignment can be found in Jira training for Information Systems under Issue assignment.
For all other statuses the Assignee field can be used directly to re-assign a ticket to yourself or a colleague (instructions below).

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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-)

Check following field selection if the correct one is selected, if not please adjust or add:

1. Adjust Solution group if wrongly selected
2. Adjust or add correct Yamaha Team
3. Adjust if not the correct SD Classification is selected
4. Adjust the Application-Module if wrongly selected
5. Check if request includes are requires information, if not ask customer to provide more information. 
6. An issue can be allocated to a person when starting on the request/taking care of the request.
   When issue has been assigned before then only re-assign the issue.
   Re-opened issues also need to be re-assigned via the Re-assigned-comment button. 

Moving an issue to the another team

For moving a issue/ticket to a different train/team

1. Field selection: 
   1. SD Project
      1. Select the correct Solution group
      2. Select the Yamaha Team  corresponding to the Solution group as per above overview/ Team details - all trains.
      3. Make sure the correct Application-Module is selected.
2. Remove yourself as assignee
   1. If you still want to track the issue to receive notifications, include yourself as Watcher.
   2. If you still need to be involved actively add yourself as requested participant
3. Add a comment to the issue with your request toward the Yamaha Team, in case of temporary assignment to other team request to reassign the issue back to your Solution group/Yamaha team/ Yamaha Team(s).

The persons who are handling the queues from the department/team will take further care of the ticket and move them to the second line if needed.