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1. In Progress  When starting to work on a ticket use the '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 
   From In Progress you can also go back to status Waiting for Customer'. The assignee is then automatically removed. 
   
   
2. From status In Progress the following Awaiting statuse can be set. This is usually used when you are waiting on a reply from a customer (the reporter).
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   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'
   
   
   
5. Closed
   The issue is considered finished, the resolution is correct. Issues which are closed can be reopened. 
   
   
   
6.  Reopen 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.
   

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 GRC: Service Request Fulfilment with Approvals workflow for Jira Service Management

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Status Issue type Service Request with Approvals

1. Filling user attributesWaiting for review 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 (automations + notifications). In the meanwhile the ticket can be reviewed to see if it contains all required data to progress to the waiting for approval status. If information is not complete than the agent can choose to request additional information via the transition to that 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 Image Removed
   In Progress  When starting to work on a ticket use the 'Start progress' button, ticket will automatically be assigned to the current user.
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   From all statuses you can always go back to status  'In Progress' ,  use transition 'To In Progress' for this Image Removed
   From In Progress you can also go back to status 'Awaiting Assignment'. The assignee is then automatically removed. Image Removed
   From status In Progress several Awaiting statuses can be set:
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   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
   
2. Waiting for Approval One of the 3 approvers in the Approvers list can provide approver during this status so that the issue progresses to the next `hase which is APPROVED (YME STC). The known approvers will also receive a notification that an approval is pending.
   
   
3. Rejected  The ticket has been rejected. This status is a closing status. 
   
   
   
4. Additional information required:  This status is used to request additional information from the reporter. 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. 
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6.  ReopendApproved (YME STC)
   The issue has been re-opened, resolution will be emptied. Issue can be transitioned back to status 'In Progress' to deliver further support.
   Image Removedapproved by YME STC and the issue will automatically go to the status closed. This is triggered on the background by automation.
   
   

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Ticket assignment

How to add or change a assignee

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Click on the assignee field or directly on the assign to me button.

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To select a colleague it is most easy to type first letters.
When you start typing, suggestions will be made of matching users. Select the user to confirm your choice.
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How to remove a assignee

1. Click on the assignee field
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2. Remove the name and click Image RemovedImage Added to confirm
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How to assign an ticket to different department/team

1. Click on the Yamaha Team(s) field
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2. Select the Yamaha Team(s) which should take further care of the ticket
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3. Remove yourself as assignee (see instructions above)
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Comments

How to add a comment

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When clicking on the Add Comment button at the top you directly jump to the comment screen.

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Only use the Comment internally button. These are only visible for agents and will have a label Internal after placing the comment,.
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Share with customer should only be used by P&A Customer support because these message will be visible in the portal for the reporter and requested participants.
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How to use @mention

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type '@' in the comment editor then start typing their name. Select the name and type your message. To send your message use Comment Internally.
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The following links are available in FD Jira-Project when opening a ticket at the left panel:

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Facilities & General Affairs Dashboards

The following Dashboards are used: 

• FD Facility Dashboard
• FD Reception Dashboard
• FD Management Dashboard

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Dashboard overview for Facility & General Affairs team Dashboards:

Filter 1 = Team (Yamaha Team(s)) specific New incoming tickets 
               Can be all statuses as for the team, it will be a new ticket.

Filter 2 = Team (Yamaha Team(s)) specific , tickets on any (a) Waiting status

Filter 3 = Team (Yamaha Team(s)) specific, open and assignee empty

Filter 4 = Team (Yamaha Team(s)) specific, all open

Filter 5 = Team (Yamaha Team(s)) specific all closed

Filter 6 - 9 = Results based upon user login

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If you click on any of the ticket Issue-key’s or Summary you Open the ticket directly.

Tip: Have your Dashboard always open in one tab and open tickets in a new tab.

Opening tickets in a new tab: Right mouse click – Select open link in new tab to open a ticket or Left mouse click +CTRL button.

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Filter 1 = All open tickets project FD, order by Status

Filter 2 = All open tickets project FD, order by Status and category

Filter 3 = All open tickets project FD team Facility & Reception

Filter 4 = All tickets status in Progress project FD team Facility 

Filter 5 = All tickets status in Progress project FD team Reception 

Filter 6 = Amount of tickets resolved per month

Filter 7 = How many days it takes on average to resolve tickets during that month

Filter 8 = Tickets Created vs Resolved (daily basis)

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Add-ons used by

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YME Governance, Risk and Compliance  

• ProForma: Forms for Jira: This Add-on has been used to setup the Customer request type forms for the Customer portal.
  
  

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