Page History

...

Facility & General Affiars has all standard Jira Service Management for ITSM template Issue types active:

Not all issue types are used these are only: Incident, Service Request, Service Request with Approvals and Task.

FD Issues overview

FD specific fields

...

The workflow used differs per issue type:

Image Removed

Image Removed

FD Workflow Incident & Service Request

Image Removed

Image Removed

Image Removed

Image Removed

Image Removed

Image Removed

Statuses

Status Issue type Incident & Service request

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 Image Modified
   
   
   
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.
   
   
4. From status In Progress several Awaiting statuses can be set:
   Image RemovedImage Added
   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 YME Colleagueused when more information/response from Warehouse YME colleagues from another division/department is required. When response is received, change ticket manually back  'To In Progress'.
   
   Awaiting Supplier 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. 
   Image Added
   
   
6.  Reopend
   The issue has been re-opened, resolution will be emptied. Issue can be transitioned back to status 'In Progress' to deliver further support.
   Image Added

FD Workflow Task & Sub-Task

Image Added

Image Added

Status Issue type Task & Sub-Task

1. Open first status for incoming tickets. 
   
   
2. Pending  Ticket has to be assigned to a team (Yamaha Team)  and assignee. Ticket is pending in the process. 
   
   
3. Work in Progress  Ticket is being worked on and has to be assigned to a team (Yamaha Team)  and assignee
   
   
4. Done
   The issue is considered finished, the resolution is correct. 
5.  Reopend
   The issue has been re-opened, resolution will be emptied. Issue can be transitioned back to status 'Work in Progress' to execute the task/Sub-Task.
   
   

FD Workflow Service Request with Approvals

Image Added

Image Added

Status Issue type Service Request with Approvals

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 Manager Approval Manager can be added in the approvers list with the pop up to provide approval for the request. Approval can be granted via the notification received in the mail or via the project if manager has access to it.
   
   
3. Awaiting assignment  Ticket is ready to be assigned to a team (Yamaha Team) /assignee Image Added
   
   
   
4. In Progress  When starting to work on a ticket use the 'Start progress' button, ticket will automatically be assigned to the current user.
   Image Added
   From all statuses you can always go back to status  'In Progress' ,  use transition 'To In Progress' for this Image Added
   From In Progress you can also go back to status 'Awaiting Assignment'. The assignee is then automatically removed. Image Added
   
   
5. From status In Progress several Awaiting statuses can be set:
   Image Added
   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 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  used when more information/response from a supplier or factory is required. When response is received, change ticket manually back  'To In Progress'.
   
   
   
6. 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.
   Image Removed 
   Image Added
   
   
7.  Reopend
   The issue has been re-opened, resolution will be emptied. Issue can be transitioned back to status 'In Progress' to deliver further support.
   Image Added

Ticket assignment

...