Page History
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- 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)
GRC Workflow Task & Sub-Task
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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- 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. - Additional information required: This status is used to request additional information from the reporter.
- 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.
- 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. - Rejected The ticket has been rejected. This status is a closing status.
- Closed
The issue is considered finished, the resolution is correct. Issues which are closed can be reopened.
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Custom fields
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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Overview
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