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Workflows

SD: Access Request Onboarding Workflow

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• 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 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)
• ResolvedValidation: 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.

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Status of Onboarding ticket temporary changes to After Task is created it will automatically transitions back to

1. Task is Created
   See in Yellow the fields that are pre-filled by the automation rule: SD_Create Task Access request for Facility
   
   • Assignee: same Assignee as the original Onboarding ticket.
   • Requested Participants YME Reception and Facility-Jira@yamaha-motor.eu are automatically added
   • Request type Onboarding new Employee Task

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   Task is also visible in the Customer portal 
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   The following section is for Facility & Reception:
   Image RemovedFacility/Receptions executes task as requested in Onboarding form
   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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   Assignee receives comment notification via e-mail
   
2. If all required actions are performed and Facility/Reception has given the confirmation all requested items have been handled over to the employee the Task can be closed.
   
   1. Assignee select Status Done to close the ticket
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   2. Assignee adds comment for share with customer to confirm to Facility/Reception that task will be closed.

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

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1. 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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   The following section is for Facility & Reception,.
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Service Request with Approvals Image Modified

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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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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

   

   
   
   

2. Lennart can assign incoming request to a team member.
   When start working change status from "To Do" to  "In Progress"
   
   
   
3. Assignee executes task as requested in Onboarding form
   
   
   
4. If all required actions are performed Task the ticket can be closed.
   
   1. Assignee select Done to close the ticket
      
   2. No action needed, select Canceled and provide reason for cancelation.
      

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