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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)
• 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.

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

   example: SD-89712
   

   
   

   
   

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.
   

   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

   
   

   
   
   The following section is for Facility & Reception,.
   

   
   
   
   
   
   

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