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 Information Systems - Yamaha Applications Support Desk (SD) is explained.

Yamaha Applications Support Desk (SD)

In Yamaha Applications Support Desk all operational support (BAU- Business As Usual) requests are registered that relates to IT Application Issues/errors for existing functionality, data correction and authorization requests.

Users can create a new issue via the Yamaha Motor Europe support portal, via this portal you can go to the YME Information Systems Support Portal to submit a IT request.
Instructions of the portal forms can be found here: YME Information Systems Support Portal Guide

The button should NOT be used for creation of a SD issue.

SD Issuetypes

Incident:  Reporting a incident or outage. Currently all incoming issues submitted via the Jira Customer portal will have Issue type Incident.

Service Request:  Request for information.  (This issue type is currently not used anymore)

Audit: Used for J-sox change requests and IRY issues registered to deliver evidence for auditors.

Authorization request: Elevate user rights request used for Ympact to request YMXXITS1 access to have command line access and to operate in Ympact (Branch specific) Production environment.

RobotJob Change: Robot Job Change request used for Ympact Job scheduling

Deployment request: Triggered by Development software projects used by B2B teams for Ympact,Ympulse, Yamcom deployments.

SD Issues overview

SD Specific Fields

SD mandatory fields have been highlighted in Yellow

• Type: Issue type
• Priority: By default issues are set to Medium
  
  
• Solution group *: Drop down single select list to define which department will be working on the issue.
  
• Team Yamaha: Label field, multi select, always starting with team# <team name>  used to determine which team will be working on the issue.
  This field has been replaced with Yamaha Team.
  
• Yamaha Team*: Mandatory Drop down single select list to define which (agile) team will be working on the issue.
  
  
• Application-Module*:  Mandatory Drop down single select list to indicate the involved Application-Module of the reported request (issue).
• Department: Department of the reporter of the issue.
• Company: Company of the reporter of the issue.
• Epic Link: Linked epic issue if a issue is related to a Project.
• SD Classification: Drop down single select list, by default for incoming issues set to Business as Usual (BAU)
  
  
• Status: Workflow status
• Resolution: Resolution can be set when a issue will be closed.

* Combination of Solution group and Yamaha Team determines in which queue/board a issue is visible for non-agile teams.
   For Agile teams only Yamaha team field determines in which board the issue is visible.

• 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.

SD Workflow(s)

If a (bug) fix for a application is required the Bugfix transition can be used to trigger a issue being created in a Development project.

Statuses

Filling user attributes 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 status.

The ticket will automatically move to next status Awaiting assignment.

Awaiting assignment  Ticket can be assigned, this need to be done via the Allocate button.
For all other statuses the Assignee field can be used directly to re-assign a ticket to yourself or a colleague (instructions below).

Assigned to do Ticket is automatically transferred to this status after using the allocate button. Ticket will appear on to do list of a assignee (Filter number 4 in the dashboard)

In Progress  When starting to work on a ticket use the Start progress button

Reopened

Closed
The issue is considered finished, the resolution is correct. Issues which are closed can be reopened.

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

Awaiting Supplier used when more information/response from a supplier  is required.

Awaiting Authorization

Onboarding 
Pending linked ticket execution



Change Advisoryboard (CAB)

Awaiting Development
Awaiting Execution
Deployment validation
Ready to Close

Review Approval  Used by Infra for Issue type Audit to have J-sox change reviewed. How-to create an Infra J-SOX CHANGE issue

Awaiting manager approval   Used by Infra to request IT management approval for J-sox changes.  How-to create an Infra J-SOX CHANGE issue

Transition issue through workflow

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 issue.

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 Workflow- Respond to customer button.
   
   When selecting this option a pop up frame will be opened:
   
   
   
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 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..
   

Change Advisory Board (CAB)

Change advisory Board (CAB) workflow is used for approval of fixes and creation of a functional/technical conceptional design document.

This project will be phased out as Bugfix issues can be created in the software delivery projects directly via the SD Workflow.
Changes, improvements should be requested via creation of a Project  by a YME Portfolio Board Manager via the Yamaha Applications Support Desk (SD).

CAB Issue types

One of the two following conditions must be met to create a CAB issue.

1. Bug: Bugfix to deliver a functional/technical solution for the original SD issue. SD issue remains open until the fix has been applied.
2. Story: Non-bugfix for internal improvement, prevent (recurring) issues for the future. SD issue can be closed, user will be informed that current issue is fixed but there will still be worked on in the background to prevent from happening again or improvements.

Under the SD issue the reporter and requested participants can be informed about the change applied/ to be applied but is also used to collect information from the requester.