Page History
...
Table of Contents
| Table of Contents | ||
|---|---|---|
|
Introduction
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 project is explained.
Jira projects
YME Facilities & General Affairs is using the following Jira-project:
| Project | Key | Project type and purpose |
| GRC | Jira Service management - Incident management including Customer Portal |
YME Governance, Risk and Compliance (GRC)
Users can create a new issue via the Yamaha Motor Europe support portal, via this portal you can go to theYME Governance, Risk and Compliance portal to submit a request.
The 
button should NOT be used for creation of a FD issue.
GRC Issue types
GRC: Jira Service Management Issue Types 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.
GRC Issues overview
- Department: Department of the reporter of the issue.
- Company: Company of the reporter of the issue.
- Yamaha Team(s): Responsible team that will handle the ticket, will automatically set based on the customer request through the portal
- Urgency: Field to indicate the Urgency from user perspective, field is visible on the applicable portal forms
- Request category: Indicate if request concerns a Incident or a Service request
- Frequency: Field to indicate frequency for recurrence of a task.
- Status: Workflow status
- Resolution: Resolution can be set when a issue will be closed.
- Request Type: Customer portal request type
- Customer status: Status visible in the Customer portal. This does not always corresponds directly with the issue workflow status.
- Channel: Portal or e-mail request
- View customer request: link directly to the Customer portal request. This link can be shared if a customer need to access a specific issue.
GRC Workflows
GRC Workflow Incident & Service Request
Incident workflow 
(Currently not in use)
- In Progress When starting to work on a ticket use the 'Start In 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
this
From In Progress you can also go back to status Waiting for Customer'Awaiting Assignment'. The assignee is then automatically removed.
- From status In Progress several the following Awaiting statuses statuse can be set:
. This is usually used when you are waiting on a reply from a customer (the reporter). 
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 used when more information/response from a supplier or factory is required. When response is received, change ticket manually back 'To In Progress'.- Closed
The issue is considered finished, the resolution is correct. Issues which are closed can be reopened.
- ReopendReopen an isue
The issue has been re-opened, resolution will be emptied. Issue can be transitioned back to status 'In Progress' to deliver further support.
...
GRC Workflow Task & Sub-Task
Status Issue type Task & Sub-Task
...
- 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. - 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.
- Awaiting assignment Ticket is ready to be assigned to a team (Yamaha Team) /assignee
- 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. - 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 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 used when more information/response from a supplier or factory is required. When response is received, change ticket manually back 'To In Progress'. - Closed
The issue is considered finished, the resolution is correct. Issues which are closed can be reopened. - Reopend
The issue has been re-opened, resolution will be emptied. Issue can be transitioned back to status 'In Progress' to deliver further support.
...
- Reporter
- Commenter
- Asignee
- Licensed users: YMEUACJiraServiceDeskUsers / YMEUACJiraYMEPAServicedeskUsers/YMEUACJiraYMESWServicedeskUsers (Jira Servicedesk) YMEUACJiraUsers (Jira Software)
Participants of a ticket which are only Jira Servicedesk portal customers cannot being mentioned, unless they have left a comment in the ticket, then they will become a commenter on the ticket.
...
Overview
Content Tools