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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 Image Modified button should NOT be used for creation of a FD issue.

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GRC: Jira Service Management Issue Types has all standard Jira Service Management for ITSM template Issue types active:

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

GRC Issues overview

• Priority
  
  
• Status: Workflow status
• Resolution: Resolution can be set when a issue will be closed.

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GRC Workflow Incident & Service Request

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Incident workflow   (Currently not in use)

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GRC Workflow Task & Sub-Task

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Status Issue type Task & Sub-Task

1. OpenAutomations running 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.
   
   

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1. Waiting for review first status for incoming tickets. Background process is running (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.
   
2. Additional information required:  This status is used to request additional information from the reporter.
   
3. 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.
   
4. Approved (YME STC)
   The issue has been approved by YME STC and the issue will automatically go to the status closed. This is triggered on the background by automation.
   
5. Rejected  The ticket has been rejected. This status is a closing status. Additional information required:  This status is used to request additional information from the reporter.
   

1. Closed
   The issue is considered finished, the resolution is correct. Issues which are closed can be reopened. 
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    Approved (YME STC)
   The issue has been approved 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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When clicking on the Add Comment button at the top you directly jump to the comment screen.

Only use Use the Comment internally button. These are only visible for agents and will have a label Internal after placing the comment,.

Share with customer should only be used by P&A Customer support because these message will be visible Use Share with customer button for messages towards customers and if a message need to be visible  in the portal for the reporter and requested participants.

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• Reporter
• Commenter 
• Asignee
• Licensed users: YMEUACJiraServiceDeskUsers / YMEUACJiraYMEPAServicedeskUsers/YMEUACJiraYMESWServicedeskUsers (Jira Servicedesk)  YMEUACJiraUsers (Jira Software) YMEUACJiraYMEGRCServicedeskUsers

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.

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