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Never worked with Jira before? No problem. Please first read the Jira training Basics page.
In this chapter below the Jira setup for YME P&A Customer Support Logistics project is explained.

Jira projects

YME Service and Warranty Logistics is using the following Jira-project:

YME Service and Warranty (SW)

Users can create a new issue via the Yamaha Motor Europe support portal, via this portal you can go to theYME Service and Warranty portal to submit a request.
Instructions of the portal forms can be found here: YME Service and Warranty Customer Support Portal Guide

The Image RemovedThe Image Added button should NOT be used for creation of a SW issue.

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LOG Issue types

Service and Warranty Logistics has all standard Jira Service Management for ITSM template  Software for Kanban template Issue types active but only Incident and Service request are currently used.

Image Removed Incident

Image RemovedService Request 

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Image Added

LOG Issues overview

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LOG specific fields

• Type: Issue type is always set based upon selection in the portal, this can be a Image Removed Incident or a Image Removed Service Request
• Priority: By default issues are set to Low
  
  
• Department: Department of the reporter of the issue.
• Company: Company of the reporter of the issue.
• Yamaha Team: Responsible team that will handle the ticket, will automatically set based on the customer request through the portal
• Category Warranty: Used to indicate the Warranty category of the request
• Category Technical: Used to indicate the Technical category of the request
• VIN: Field linked to the Jira customer portal forms to document the VIN, can be searched through in Jira
  
• Part number: Field linked to the Jira customer portal forms to document the Part number, can be searched through in Jira
  
  
• Status: Workflow status
• Resolution: Resolution can be set when a issue will be closed.

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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 is ready to be assigned to a team (Yamaha Team) /assignee 
   
   
   
3. In Progress  When starting to work on a ticket use the 'Start progress' button, ticket will automatically be assigned to the current user.
   
   From all statuses you can always go back to status  'In Progress' ,  use transition 'To In Progress' for this
   From In Progress you can also go back to status 'Awaiting Assignment'. The assignee is then automatically removed. Image Modified
   
   
4. From status In Progress several Awaiting statuses can be set:
   
   Awaiting Customer  used when more information/response from a customer (Reporter or Requested participant) is required in order to move forward with a issue. 
   When a customer responds the ticket will automatically be changed back to status 'In Progress'
   
   Awaiting Warehouse used when more information/response from Warehouse is required. When response is received, change ticket manually back  'To In Progress'.
   
   Awaiting YME Colleagueused when more information/response from YME colleagues from another division/department is required. When response is received, change ticket manually back  'To In Progress'.
   
   Awaiting Supplier/Factory used when more information/response from a supplier or factory is required. When response is received, change ticket manually back  'To In Progress'.
   
   
   
5. Closed
   The issue is considered finished, the resolution is correct. Issues which are closed can be reopened. P&A customers support will inform the customer and close the ticket.
   

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