Introduction Jira Supportdesk

Introduction

This guide is for everyone who needs to submit a request for YME Information Systems (IT). It includes a instruction how to submit a request (ticket) for YME Information SystemsThe Jira Supportdesk tool enables the Information Systems Division to standardize the way of registering support.
All communication of tickets is done centrally in this tool and users can individually check their ticket status.

Information Systems Division is separated into 5 departments:

Business Applications (ITS support)
Business Analytics Applications (BI)
Logistics Applications
Consumer Applications
Infrastructure

Login into the

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The Jira Supportdesk portal can be reached via https://support.yamnet.com/ .
For login instructions en who to ask for support see the following page YME Information Systems Supportdesk.

Raise a request

A new request can only be raised via the Jira portal and not via e-mail.

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Yamaha Support Portal is required for submitting your request. Login instructions can be found in the Yamaha Support Portal Guide.
Need a new account? Let your manager raise a request via the YME Information Systems Portal or by calling the Infra Servicedesk: Telephone+31(0)20-6546141 or sending an email to YME_B2B Applications b2bapps@yamaha-motor.eu.

The YME Information Systems Portal can be accessed via the YMEU Yamaha Support portal, or via a direct link to the request form(s).

Login via the YMEU Yamaha Support portal and click on the YME Information Systems Portal

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Automatically YME IT Support option is opened.

YME Information Systems Portal has 3 categories:

YME IT Support: All Application support request: Click on the relevant department to open the request form. Instructions can be read further down below this page.
Login and Accounts: New employee Onboarding requests for external contracts. Only to be used by Yamaha managers or team leads. See instructions: Onboarding process
Admin Account request from Only to be used by Yamaha managers or team leads. See Instructions: Onboarding process- Admin Account request
Application Access request. See instructions: Creating an Application Access request
YME E-commerce Support: All E-commerce related requests. Instructions can be found under: YME E-Commerce Support Portal Guide

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Request form(s)

Per Information Systems (sub)department a request form is available.

NOTE: If you do not know with which application you encounter a problem, please select Infra Servicedesk.

a. Infra

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Servicedesk
Infra structure related issues (Computer, Printer, Phones, Headsets, Windows

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, Microsoft/Office 365 issues, login issues, account requests etc.).
b. Business Analytics

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Application issues concerning Cognos, Cube, TM1.
c. Business Applications
Application issues concerning YMPACT, YAMS, YMPULSE, YMPULSE-D, Ympulse-L , Infonet, Jira, Confluence, Bitbucket.
d. Consumer Applications
Application issues for Salesforce, INRIVER (PIM) , CRM, ACS, AEM , Media Website, Racing Website, etc..
e. Logistics Applications
Application issues for SYS2000, YLS, Witron

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.

An

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explanation of the fields for all request forms can be found further down below.

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Screenshot: Example Request forms for Infra Servicedesk and Business Applications
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Raise
this
a request on behalf
of
of *
:
By default your own name/
e-mailaddress
email address is set, meaning you will be the reporter of the ticket.
If you want to raise a ticket on behalf of a colleague please change the requester by using the arrow and start typing the name of your colleague and select your colleagues name/
e-mailaddress
email address.
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Summary *
:

Add
Add
a summarized title for your request in this field.
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Application-Module * :

If

you know the application you are working with, you can help speeding up identifying an issue by already indicating which module/program is involved.
Via a drop down list you can select the Application in the first field. The second field is used to determine the specific program/module/process of the application involved.

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For each department a suggestion is given if you are not sure what to choose in the Application-module field.
If you have chosen the wrong department please use

the

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button

button to return to the home screen of the Jira Supportdesk Portal.

Overview supported applications-module sorted by department

HFM

DMS-Interfacing

DMS
apigw

Amazon Web services (AWS)

YLSKofaxDRM MS Dynamics

CAMPAIGNS

NIKEN
R1M
Tenere700

Infra servicedesk	Business Analytics (BI)	Business Applications	Consumer Applications	Logistics Applications

Account management (Infra)

Administrator - Account lock
AS400/YMPACT/YAMS - Account lock
FASTWEB account (YMC)
New Administrator Account (form)
New User Account (form)
New YAMNET Account (form)
Office 365 (Access) - Account lock
OnBase - Account lock
SYS2000 - Account lock
User ID Expire (form)
Windows/Citrix (AD) - Account lock
Windows/Citrix (AD) - User and Role account related issues
YLS - Account lock

BI (Business Intelligence)

Access/Authorization
Cognos Report
Cubes
Dashboard
Data Warehouse (DWH)
Operational Data Store (ODS)

BitbucketAdobe ACSLYON L4

Citrix

Printer
Software

TM1 (Planning)COM

Adobe Campaign Manager (CM)

SYS2000Hardware (Infra) - Monitor/mouse, Laptop etc)

Confluence

Access/Authorization

Adobe Experience Manager (AEM)

Witron L4

Telephone/Video Communication InTune Microsoft Teams - External Share request (form) Microsoft Teams - Issues Microsoft Teams - Meeting Recording Request (form) Microsoft Teams - New team request (form) Mobile Phone - Issues Mobile Phone - New request (only for HR) VOIP	Jenkins Authorization request	My Garage
Security (Spam/Phishing)	Invoice reporting YMHU/digital YMPL/Saft-JPK-fa	Media Portal
Printer Datamax Printer Queue Ricoh (Follow-Me) Toshiba Zebra	Infonet	INRIVER (PIM)
Office 365 Outlook Excel Word Powerpoint Access	EXT-Warranty WAKAM/MC WAKAM/Marine	ELVISDAM

Network

e-invoicing

YMDE/EDICOM
YMDK/EDICOM
YMIT/Zucchetti
YMPT/EDICOM
YMNO/EDICOM
YMFI/EDICOM
YMSC/EDICOM

CT ( E-commerce)

Office 365

Outlook
Excel
Word
Powerpoint
Access

EXT-Warranty

WAKAM/MC
WAKAM/Marine

ELVISDAMPrinter

Datamax
Printer Queue
Ricoh (Follow-Me)
Toshiba
Zebra

InfonetINRIVER (PIM)Security (Spam/Phishing)

Invoice reporting

YMHU/digital
YMPL/Saft-JPK-fa

Media Portal

Telephone/Video Communication

InTune
Microsoft Teams - External Share request (form)
Microsoft Teams - Issues
Microsoft Teams - Meeting Recording Request (form)
Microsoft Teams - New team request (form)
Mobile Phone - Issues
Mobile Phone - New request (only for HR)
VOIP

Jenkins

Authorization request


Kofax		DRM MS Dynamics	CAMPAIGNS NIKEN R1M Tenere700
HFM		DMS-Interfacing DMS apigw	Amazon Web services (AWS)	YLS
Hardware (Infra) - Monitor/mouse, Laptop etc)		Confluence Access/Authorization	Adobe Experience Manager (AEM)	Witron L4
Citrix Printer Software	TM1 (Planning)	COM	Adobe Campaign Manager (CM)	SYS2000
Account management (Infra) Administrator - Account lock AS400/YMPACT/YAMS - Account lock FASTWEB account (YMC) New Administrator Account (form) New User Account (form) New YAMNET Account (form) Office 365 (Access) - Account lock OnBase - Account lock SYS2000 - Account lock User ID Expire (form) Windows/Citrix (AD) - Account lock Windows/Citrix (AD) - User and Role account related issues YLS - Account lock	BI (Business Intelligence) Access/Authorization Cognos Report Cubes Dashboard Data Warehouse (DWH) Operational Data Store (ODS)	Bitbucket	Adobe ACS	LYON L4

My Garage


		Jira Access/Authorization AD plug-in BigPicture plug-in EazyBI plug-in Jira Project Module Servicedesk Module Timesheet plug-in	My Ride
		License Plate Registration YMES/e-ITV YMNL/VWE YMNL/RDW YMFI/Trafi YMFR/SIV	R1M
		MKT (regstat)	Salesforce CRM
		SAP	SDL Tridion TMS
		VAT Reporting YMPL/saft-JPK YMES/AEAT
		WISE
		YAMCOM (interface)
		Ympact
		Ympulse
		Ympulse-D (non-integrated distributors)
		Ympulse- L (non-integrated distributors)
		Ynsight
		YPEC ( supported by YME-Service first)
		YPIR

Example: YMPACT
Select Application Ympact in the first Application-Module field

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.
Select the program in the second field

, you

.

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Note: You can type the name of the program to search through the list.

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Select the option from the drop down

list

list.

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Description
* :
Add
the
your full request
of your questions/issue
in the Description
field.
field
Please provide
all detailed information
a detailed description of your issue in this field
which are
.
Provide as much information as possible that can be relevant for
the
troubleshooting your issue
. Example
, including your username, order number, customer number, screenshots etc.

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Impact
Select the appropriate option to indicate how many users are affected by this issue.
By default Impact is set to Single user.
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YME Division
Multi select list to indicate the YME Division(s) that is involved or affected by this request.
By default this field is empty.
Contacts from a YME Division can be added via the Requested participant field.
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End date:
By default the end date is set to today, but it will automatically be changed to 31/Dec/2039 after the ticket is submitted.
For urgent issues please set the end date to tomorrowtomorrow and call Infra Servicedesk after submitting the ticket Telephone+31(0)20-6546141.

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Attachment
Attachment:
Add
a
an attachment by simply drag and drop
,
or copy/paste a file or screenshot into the
ticket form
request or use the browse functionality to select a file on your computer.
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Requested
participant:
Participants
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Use the Search bar to add participants/ stakeholders
Add participant/ stakeholders to the ticket by using the search bar
.
Participants of a ticket will receive the same notifications as the reporter and can turn off notifications at any time in their own portal settings.
For Yamaha users your manager will be informed automatically after creation of the ticket. (J-SOX requirement).
If you use a generic account you may need to share it manually with your manager.
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Create / Cancel
To submit your request select the Image Added button
To cancel your request select the Image Added button, the form will not be saved.
After Pressing the Create button. Check all entered information of the ticket, make sure that all necessary (detailed) information is included in the ticket.
Press the Image Removed button. The ticket will be created and a screen will pop-up will appear with all summarized details of your ticket.

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An e-mail will be send to you as confirmation and future communication.

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Reply on open ticket

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to

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Add comment via e-mail

Reply on the message send by Jira. Reply address is support@yamaha-motor.eu.

Do not change the subject. Subject with ticket reference is needed to have the response automatically added to the ticket.
Add your comment above message: _________Reply above this line.
If needed add a attachment/ screenshot to the message.
Remove your signature or any links to other media portals when replying on a Jira message.
Send the message.

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Add comment via comment section in the Jira Supportdesk Portal

Open the Jira Supportdesk Portal, click on Requests, Open a ticket by clicking on Reference or Summary field.
Click on the Comment on this request... section at the top of the ticket.
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Type in your text/comment and if needed add a attachment/ screenshot.
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Click on the Add button to save your comment.

View Requests

A request can be viewed via the link in the received confirmation mail or when logged in the Jira Supportdesk Portal you'll see a button in the top right corner that says Requests.

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Via the Requests button you can quickly access the following:

My requests - a request submitted by that person.
All requests - both of the above, as well as a request submitted by another person that they’ve been added to as a request participant.

Note: Tickets can only be viewed when you are included as a reporter or participant of the ticket.
If you are a watcher of a ticket you will receive notifications but do not see the ticket in your requests overview.

How to sort requests

On the requests page you can filter the requests by the following parameters:

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Request status - for example, open or closed.
Request type - for example Infra Servicedesk or Business Applications
Created by - for example, created by me or created by someone else, but shared with me.

Return to the Jira supportdesk Homescreen

At the top of a ticket you can select the Yamaha Information Systems Support Desk link to return to the Jira Suppordesk Homescreen.
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Refresh page

It could happen that after ticket creation or adding a comment that not all information is visible or the share button is missing.

This is related to the background processes that are running to complete ticket information.

With F5 button on your keyboard you can refresh the page to see the latest updates in the ticket.

Add participants to a ticket

Participants of a ticket will receive the same notifications as the reporter and can turn off notifications at any time in their own portal settings.

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Notifications

Reporters and participants of a ticket will receive automatically notifications via e-mail when it is created and when there is a update.

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Status

The current status of a ticket can be found under requests in the Status column or at the top right corner in the ticket in the Jira Supportdesk Portal.
Some status examples:
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All previous statuses of a ticket can be seen in the activity stream of the ticket after opening a individual ticket via the Jira Supportdesk Portal.
All activities in a ticket are shown in chronological order from bottom to top.

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the reporter and requested participants for the ticket as confirmation and future communication.
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Space shortcuts

Page tree

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Table of Contents

Table of Contents

Introduction Jira Supportdesk

Introduction

Raise a request

Request form(s)