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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:

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 Image RemovedImage Added 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:

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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
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• 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

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GRC Workflow Incident & Service Request

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Incident workflow

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FD Workflow Task & Sub-Task

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Status Issue type Task & Sub-Task

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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. 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 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. 
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Custom fields

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Approvers -Contains users needed for approval. 

Approvals - Provides search options for Jira Service Management approvals information. This custom field is created programmatically and required by Jira Service Management.

Distributor Name - This field stores the name of the Distributor involved.

Trade Name -  This field stores the actual Trade Name of the organisation involved.

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Ticket assignment

How to add or change a assignee

From all statuses  the Assignee field can be used directly in the ticket to re-assign a ticket to yourself or a colleague.
When a ticket is set to status In Progress, de current user is automatically assigned.When a ticket is transferred back from status 'In Progress' to 'Awaiting Assignment' the current assignee is automatically removed.

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

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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 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 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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How to use @mention

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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.

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:

1. Jira training for Facility & General Affairs
2. YME Facilities & General Affairs customer support portal
3. YME Facilities & General Affairs customer support portal Guide

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Facilities & General Affairs Dashboards

The following Dashboards are used: 

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

Dashboard overview

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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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