Table of Contents

Introduction

Never worked with Jira before? No problem. Please first read the Jira training Basics page.
This chapter is part of Jira training for Information Systems, below the Jira setup for Information Systems - Yamaha Applications Support Desk (SD)  Onboarding procedure is explained.
This procedure is used by IT Servicedesk.

All Onboarding requests will be processed via Recruitment and HR.
HR is responsible for creating the actual ticket for the IT Servicedesk.
Portal instructions how to fill the onboarding form can be found on the following page: Onboarding process.

Onboarding Flow

Workflows

SD: Access Request Onboarding Workflow

This workflow is used by Issue type Onboarding for the original onboarding request.

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Statuses  SD: Access Request Onboarding Workflow

• Filling Issue attributes: Ticket is created, automation rules are running in the background to fill issue field values.
• Awaiting assignment: Onboarding ticket ready for being picked up by IT Servicedesk; Assign ticket to an SD-Agent.
• Assigned (to do): work has not started, Onboarding issue has been assigned to an SD-Agent.
• In Progress: Issue is in Progress (ticket can always move back to this status).
• Awaiting Customer: Used when more information/response from a customer (Reporter or Requested participant) is required in order to move forward with a ticket.
  Detailed information for this status can be found further below under: Awaiting Customer status.
  
• Customer Responded: When customer responds issue is automatically changed to this status.
• Awaiting Supplier: Used when more information/response from a supplier is required.
  Detailed information for this status can be found further below under: Awaiting supplier status.
• Access request Ympact: Triggers automatic creation: Sub-Task Access request Ympact.
• Access request Yams: Triggers automatic creation: Sub-Task Access Request Yams.
• Access request TM1/Cognos: Triggers automatic creation: Sub-Task Access request TM1/COGNOS.
• Access request Jira/Confluence/Bitbucket: Triggers automatic creation: Task Jira/Confluence/Bitbucket.
• Request Mobile Phone: Triggers automatic creation: Sub-Task Request Mobile Phone.
• Access Request Facility: Triggers automatic creation: Task Facility
• Access Request AWS Workspace: Triggers automation creation: Service request with approvals AWS Workspace (only to be used for Admin request form)
• Validation: Onboarding Servicedesk team tasks are done, waiting handle over for bag and access to the user/confirmation from users all is setup.
• Closed: Onboarding of the new employee/user has been completed.

Awaiting Customer status 

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Awaiting Customer status Awaiting Customer status

The Awaiting Customer status is used when more information/response from a customer (Reporter or Requested participant) is required in order to move forward with a ticket.

Please also read page How to use @mentions to tag a reporter or a commenter directly.

1. Awaiting Customer status can be triggered via the Respond to customer button.
   
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   When selecting this option a pop up frame will be opened:
   
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2. Check Comment selection (see marked in red in the above screenshot).
   Default for comment is set to Internal comment. The Internal comment option can be used for only triggering a status update to Awaiting customer. 
   Use comment: Respond to customer if your message should be shared with the reporter and requested participants.  
   1. Optional: Add comment to the comment section.  
      
3.  Select the Respond to customer button.
4. After using the Respond to customer button is pressed the comment will be added to the ticket and status will be changed to Awaiting customer. Description area is optional.
   
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5. Response from customer received:
   
   1. Via issue: Status will automatically changed back to status Customer Responded.
   2. Manually: Select status Customer responded or In Progress.
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Awaiting supplier status 

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Awaiting supplier status Awaiting supplier status

The Awaiting Supplier status is used when a supplier has been contacted either via the issue directly or via other communication canals to purchase/request assistance for products/services.

Please also read page How to use @mentions to tag a reporter or a commenter directly.

1. Awaiting Supplier status can be triggered via the Awaiting Supplier button.
   
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   When selecting this option a pop up frame will be opened:
   
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2. Check Comment selection (see marked in red in the above screenshot).
   Default for comment is set to Internal comment. The Internal comment option can be used for only triggering a status update to Awaiting Supplier 
   Use comment: Respond to customer if your message should be shared with the the reporter and requested participants.  
   1. Optional: Add comment to the comment section.  
      
3.  Select the Awaiting supplier response button.
4. After reply from the Awaiting supplier response button is pressed the comment will be added to the ticket and status will be changed to Awaiting Supplier. Description area is optional.
   
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5. Response from supplier received:
   
   1. Via issue: Status will automatically changed back to status In Progress.
   2. Manually: Select status In Progress.
      
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SD: Simple 3 step Workflow 

This workflow is used by Issue type Task and Subtask.

Tasks and Sub-Tasks are triggered via the Access request XXXXX and Request Mobile Phone workflow transitions in the SD: Access Request Onboarding Workflow

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Statuses SD: Simple 3 Step workflow

• To do: work has not started, ticket can be assigned (ticket can always move back to this status).
• In progress: Issue is in Progress (ticket can always move back to this status).
• Done: the work is completed, resolution is automatically set to "Done".
• Canceled: No further work will be done on this issue, it is not required anymore or has become obsolete. Resolution is automatically set to "Canceled" a comment Screen will pop up to include information why the issue has been canceled (can be selected from any status). 

If a ticket is already closed and will be moved back to status "To Do" or "In Progress" the resolution will be cleared.

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

This workflow is used by Issue type Service Request With Approvals

Service Request With Approvals are triggered via the Access request XXXXX  workflow transitions in the SD: Access Request Onboarding Workflow

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• Filling User Attributes: Ticket is created, automation rules are running in the background to fill issue field values.
• Awaiting Assignment: Work has not started, ticket can be assigned (ticket can always move back to this status).
• In progress: Issue is in Progress
• Validation:  Validate with stakeholder/ user if he or she can login/has access to the requested application.
• Awaiting Customer: Used when more information/response from a customer (Reporter or Requested participant) is required in order to move forward with a ticket.
  Detailed information for this status can be found further below under: Awaiting Customer status.
  When a customer responds ticket will automatically be set back to the previous status.
• Awaiting Supplier: Used when more information/response from a supplier is required.
  Detailed information for this status can be found further below under: Awaiting supplier status.
• Waiting for approval: Select the approvers via a Jira Picker field. At least one approver need to approve this request.
  Approver will receive a notification in mail. Approval can be given via the mail, in the customer portal or as an agent via the workflow button.
• Closed: the work is completed, resolution is automatically set to "Done".
• Canceled: No further work will be done on this issue, it is not required anymore or has become obsolete. Resolution is automatically set to "Canceled" a comment Screen will pop up to include information why the issue has been canceled (can be selected from any status). 

If a ticket is already closed and will be moved back to status  "In Progress" the resolution will be cleared.

Onboarding procedure in Jira

YPM-105 Onboarding flow Successfactors - AD

Onboarding

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1. Onboarding ticket is created by HR, reporter = HR-Jira@yamaha-motor.eu [YME HR].
   
   
2. After creation ticket will be transitioned to status Awaiting assignment.
    
3. SD-agent allocates ticket via Image Removed button to him/herself.
   
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4. SD-agent set issue to Image Removed  In Progress.
   
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   After transitioning the Onboarding ticket to status In Progress the Onboarding form will automatically being attached.
   Please make sure you have the Forms tab open to view the form.
   
   
   
   
   The form is directly visible in the custor customer portal.
   
   
5. SD-agent adds Manager of the new user as Requested participant
   1. Add in the comment section a canned response "SD_Onboarding NEW" and adjust the information between brackets[ ]
   2. Then click on Share with Customer to send the message.
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6. Manager receives a notification via e-mail.
   For the manager it will look like below in the Customer portal:
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7. Manager action:
   1. Manager saves and submit form in customer portal.
      
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      The form will be locked for editing. Printscreen Print screen from original onboarding ticket.
      
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   2. Form will be attached as PDF. This PDF file is not visible in the customer portal, only in the original ticket for SD-agents.
      
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8. Add a Internal comment to the Onboarding ticket:
   copy  [Example User NAME, USERID] to [New User  NAME,  USERID]
   NOTE: This internal comment will be copied in the next step when requesting Sub-Tasks and Tasks.
   
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9. Sub-task and

   Onboarding

   Task can be requested according to selection made in the Onboarding Form.

   Note
   All communication with the Manager/User will be done through the original Onboarding ticket!

10. After all linked Sub-task and tasks Tasks are completed the Onboarding ticket can be closed by the SD-Agent using the Resolved option.
    1. Use a canned response: SD_Onboarding CLOSE YME/YMBNL or SD_Onboarding CLOSE OTHER.
       
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    2. In the comment section adjust the information between brackets[ ] and click Resolved.
       
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    3. SD-Agents send mail to the new Employee, including the link to the Welcome page in Confluence.

Sub-TasksImage Modified

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Sub-Tasks Sub-Tasks

For internal action by IT department(s) a Sub-Task can be created via the original Onboarding ticket. This is automatically done by selecting the appropriate transition.       Status:                                                     Transition:
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Transitions are visible in the Onboarding ticket via the  the (workflow) buttonsImage Removedmenu when active status is "In Progress"
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After a Subtask transition is triggered in the original Onboarding ticket,  the status is will temporary being changed to Onboarding XXXXXXX
This status change is visible in the Customer Portal:
Example:
Image Removed Access request XXXXXXX or Request Mobile phone

After the Sub-Task creation the original SD Onboarding ticket automatically transitions back to In Progress.
This status change also reflects in the customer portal:
Example:
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You might need to refresh your page (F5) if status change is not visible.

These status changes are also visible in the Customer Portal:
Examples:
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All requested Sub-Tasks can be found under Sub-Task Tasks section in the original Onboarding ticket

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Status of Sub-Task can easily being tracked in original  Onboarding ticket.
If a Sub-Task is completed it will look as follow follows in the original ticket.

Sub- Task workflow and procedure

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1. Status To Do: SD-Agent assigns ticket to himself/herself
2. Requested action is being executed by SD- agent
3. Request is closed, comment screen will pop up for final comment
   1. Approval: add approved comment
   2. Execution granting rights or Ympact : add screenshots for evidence collection J-sox, see .......

No action needed, select canceled and provide reason for cancelation.

All attachments and Onboarding Form from original Onboarding ticket are copied to the Task and Sub-Task.

When opening the Sub-task you can always see to which original Onboarding ticket it belongs.
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A Sub-Task  A Sub-Task ticket is a internal task which is not visible in the Customer portal. For this reason there is no match with the (customer) request type in the customer portal.

Onboarding Ympact - Req. Ympact

1. Select Internal comment
2. Type comment: Ympact: copy [ example user ]to [ New user]  
3. Select Req. Ympact

Sub-Task Access request Ympact

Status of Onboarding ticket temporary changes to Image AddedAfter ticket is created it will automatically transitions back to Image Added

This option triggers automatically subtask creation:
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See in Yellow the fields that are pre-filled by the automation rule: SD_Create Sub-Task Onboarding Access request for Ympact

• Automatically the Ympact Sub-Task is assigned to the same Assignee as the original Onboarding ticket.
• Text: copy  [Example User NAME, USERID] to [New User  NAME,  USERID] is taken from the last comment of the original onboarding ticket. Other text is pre-set via the automation rule.

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Sub-Task Access Request Yams

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Status of Onboarding ticket temporary changes to Image Removed Image AddedAfter ticket is created it will automatically transitions back to Image Removed Image Added

This option triggers a subtask
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All attachments and onboarding form from original ticket are copied to the subtask:

Description:
Please grand the new AS400 user the requested BPCS environment(s) authorization.

Added directly from last comment original Onboarding ticket
Ympact: YMETST to YMETSTNEW1
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See in Yellow the fields that are pre-filled by the automation rule: SD_Create Sub-Task Onboarding Access request for Yams

• Automatically the YAMS Sub-Task is assigned to the same Assignee as the original Onboarding ticket.
• Text: copy  [Example User NAME, USERID] to [New User  NAME,  USERID] is taken from the last comment of the original onboarding ticket. Other text is pre-set via the automation rule.
• Remon Cliteur is automatically added as requested participant

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Yams Ticket is going to be handled by several persons:

1. Solution Group: Infra Servicedesk, Yamaha Team: INFRA-SD, Assignee: Same as original onboarding ticket
2. Solution Group: Infrastructure, Yamaha Team: INFRA-AS400
3. Solution Group: Business Applications (ITS Support), Yamaha Team: B2B-YAMS, Assignee: Remon Cliteur

When ticket is transition via INFRA-SD to Solution Group: Infrastructure, Yamaha Team: INFRA-AS400 team the subtask will be visible in Infra-AS400 Dashboard

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Sub-Task Access request TM1/COGNOS

Status of Onboarding ticket temporary changes to Image AddedAfter ticket is created it will automatically transitions back to Image Added

This option triggers a subtask
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See in Yellow the fields that are pre-filled by the automation rule: SD_Create Sub-Task Access request for TM1/Cognos

• Automatically the TM1/COGNOS Sub-Task is assigned to Mark Lucassen.
• Text: copy  [Example User NAME, USERID] to [New User  NAME,  USERID] is taken from the last comment of the original onboarding ticket. Other text is pre-set via the automation rule.

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Procedure:

1. Change status to In Progress
   1. Rights approved: Groups are specified by Mark , leave status as "In Progress", INFRA-SD will assign rights and closed ticket.
   2. Rights not approved: Mark closes the Sub-Task, by selecting status Canceled

Sub-Task Request Mobile Phone

Status of Onboarding ticket temporary changes to Image AddedAfter ticket is created it will automatically transitions back to Image Added

This option triggers a subtask
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See in Yellow the fields that are pre-filled by the automation rule: SD_Create Sub-Task request for Mobile Phone

• Automatically the Mobile Phone Sub-Task is assigned to Danny Vogelzang.

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Task Image Modified

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Task Task

For non-internal action by divisions/departments other than Information Systems or for Scrum teams a Task can be created via the original Onboarding ticket. This is automatically done by selecting the appropriate transition.Status:                                                     Transition:Image Removed

Transitions are visible in the Onboarding ticket via the  (workflow)buttonsReq. Facility
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After a Subtask Task transition is triggered in the original Onboarding ticket the status is temporary changed to Onboarding XXXXXXX
Image Removed status Access request XXXXXXX

This status change is visible in the Customer Portal:
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After the Sub- Task creation the original SD ticket automatically transitions back to In Progress.
This status change also reflects in the customer portal:
Example:

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All requested Tasks can be found under Issue Links section in the original Onboarding ticket

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Task Jira/Confluence/Bitbucket

Status of Onboarding ticket temporary changes to Image AddedAfter ticket is created it will automatically transitions back to Image Added

1. Task is created
   

   See in Yellow the fields that are pre-filled by the automation rule: SD_Create Task Access request for Jira/Confluence/Bitbucket

   • Assignee is automatically set to: Bianca van der Meer
   • Yamaha Team: Sparkle
   • Sprint: Active Sprint
   • Story Points: 1
   • Request type No match

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   Task is not visible in the Customer portal 
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2. Jira Admin changes status from "To Do" to  "In Progress"
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3. Jira Admin executes task as requested in Onboarding form
   
   

4. For AD user: Please inform approved groups to be assigned in AD.
   and leave status to In Progress.
   Servicedesk can assign approved rights and close the ticket.

   For non-AD user: Please create/adjust a Jira internal directory account.
   Add user as requested participant.
   Ticket can be closed after granting access.
   
   

5. Assignee of Original onboarding ticket can see status update in the original ticket.
   
   
6. If all required actions are performed Task can be closed.
   
   1. Assignee select Done to close the ticket
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   2. No action needed, select Canceled and provide reason for cancelation.
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Task Facility

Status of Onboarding ticket temporary changes to Image AddedAfter Task is created it will automatically transitions back to Image Added

1. Task is Created in Facility & General Affairs (FD) Project.
2. Onboarding form is automatically added as attachment.
   
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3. In the original SD ticket a internal comment is added:
   
   

   example: SD-89712
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4. Both tickets are linked, only visible for agents that have access to both projects:
   
   

   Jira
   server Jira columnIds issuekey,summary,issuetype,created,updated,duedate,assignee,reporter,priority,status,resolution columns key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution serverId 2c81710b-ad02-31bf-9e7f-9678590354e2 key SD-89712

   
   SD Ticket can be closed if FD ticket is still open.
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   Jira
   server Jira columnIds issuekey,summary,issuetype,created,updated,duedate,assignee,reporter,priority,status,resolution columns key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution serverId 2c81710b-ad02-31bf-9e7f-9678590354e2 key FD-144

   
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   Task is created 
5. Automatically Assignee is set,  same assignee of Original Onboarding ticket.
Description is automatically added
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Task is also visible in the Customer portal 
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The following section is for Facility & Reception

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Service Request with Approvals Image Added

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Service-request-with-approvals Service-request-with-approvals

For action by divisions/departments other than Information Systems or for Agile teams where approval could be required a Service request with approval can be created via the original Onboarding ticket. This is automatically done by selecting the appropriate transition.
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Service request with approvals AWS Workspace

Status of Onboarding ticket temporary changes to Image AddedAfter ticket is created it will automatically transitions back to Image Added

1. Service request with Approvals is created
   

   See in Yellow the fields that are pre-filled by the automation rule: SD_Create Task Access request for AWS Workspace

   • Assignee is automatically set to: Lennart Nijzink
   • Yamaha Team: CLOUD-RANGERS
   • Request type:  AWS Workspace request

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2. Lennart can assign incoming request to a team member.
   When start working change status from "To Do" to  "In Progress"
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3. Assignee Facility/Receptions executes task as requested in Onboarding form
   
4. Facility/Reception informs via comment in customer portal what action has been taken: Provided Batch, Keys, Desk
   After adding comment select Add
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5. Assignee receives comment notification via e-mail
6. 
   
   
7. If all required actions are performed the ticket can be closed.
   
   1. Assignee
   Assignee
   1. select Done to close the ticket
      
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   2. No action needed, select Canceled and provide reason for cancelation.
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Onboarding Form

The Onboarding form has been setup in Pro Forma Forms. If it is not working properly please reach out to Bregje Mank, Daan Libeton, Jira administrator.

A open form always needs to be saved and submitted.

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Form will also being attached as PDF. This PDF file is not visible in the customer portal, only in the original ticket for SD-agents.

Re-open locked form

If needed form can be re-opened by SD-agents.

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