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• Filling Issue attributes: Ticket is created, automation rules are running in the background to fill issue field values.
• Awaiting assignment: Onboarding ticket ready for being picked up by IT Servicedesk; Assign ticket to an SD-Agent.
• Assigned (to do): work has not started, Onboarding issue has been assigned to an SD-Agent.
• In Progress: Issue is in Progress (ticket 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 ticket.
  Detailed information for this status can be found further below under: Awaiting Customer status.
  
• Customer Responded: When customer responds issue is automatically changed to this status.
• Awaiting Supplier: Used when more information/response from a supplier is required.
  Detailed information for this status can be found further below under: Awaiting supplier status.
• Access request Ympact: Triggers automatic creation: Sub-Task Access request Ympact.
• Access request Yams: Triggers automatic creation: Sub-Task Access Request Yams.
• Access request TM1/Cognos: Triggers automatic creation: Sub-Task Access request TM1/COGNOS.
• Access request Jira/Confluence/Bitbucket: Triggers automatic creation: Task Jira/Confluence/Bitbucket.
• Request Mobile Phone: Triggers automatic creation: Sub-Task Request Mobile Phone.
• Access Request Facility: Triggers automatic creation: Task Facility.
• Access Request AWS Workspace: Triggers automation creation: Task AWS Workspace (only to be used for Admin request form)
• Resolved: Onboarding Servicedesk team tasks are done
• Closed: Onboarding of the new employee/user has been completed.

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

Service request with approvals Image Modified

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Service-request-with-approvals Service-request-with-approvals

For action by divisions/departments other than Information Systems or for Agile teams where approval could be required a Service request with approval can be created via the original Onboarding ticket. This is automatically done by selecting the appropriate transition.

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