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• Filling Issue attributes: Ticket is created, automation rules are running in the background to fill issue field values.
• Awaiting assignment: Offboarding 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.
  
• Awaiting Supplier: Used when more information/response from a supplier or another team within the IS department is required.
  Detailed information for this status can be found further below under: Awaiting supplier status.
• Remove Admin Account: Triggers automatic creation: Task to Remove Admin Account.
• Remove SAP Account: Triggers automatic creation: Task to Remove SAP Account.
• Remove Informatica Account: Triggers automatic creation: Task to Remove Informatica Account.
• Remove Ympact Automations: Triggers automatic creation: Task to Remove Ympact Automations.
• Remove Yams Account: Triggers automatic creation: Task to Remove Yams Account.
• Remove Jira/Confluence/Bitbucket Account: Triggers automation creation: Task to Remove Jira/Confluence/Bitbucket Account.
• Remove AWS Account: Triggers automatic creation: Task to Remove AWS Account.
• Validation: Onboarding Servicedesk team tasks are done, waiting handle over for bag and access to the user/confirmation from users all is setup.
• 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 ticket.

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 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 Customer responded or 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? Manually: Select status In Progress.
   
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