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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 YME P&A Customer Support project is explained.

Jira projects

YME Facilities & General Affairs is using the following Jira-project:

Project Key

Project type and purpose

GRC Project
GRC

Jira Service management - Incident management including Customer Portal


YME Governance, Risk and Compliance (GRC)

Users can create a new issue via the Yamaha Motor Europe support portal, via this portal you can go to the YME Governance, Risk and Compliance portal to submit a request.

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


GRC Issue types

GRC: Jira Service Management Issue Types has all standard Jira Service Management for ITSM template Issue types active:

Not all issue types are used these are only: Incident, Service Request, Service Request with Approvals and Task.

GRC Issues overview




  • Department: Department of the reporter of the issue.
  • Company: Company of the reporter of the issue.
  • Yamaha Team(s): Responsible team that will handle the ticket, will automatically set based on the customer request through the portal
  • Urgency: Field to indicate the Urgency from user perspective,  field is visible on the applicable portal forms 
  • Request category: Indicate if request concerns a Incident or a Service request
  • Frequency: Field to indicate frequency for recurrence of a task.
  • Status: Workflow status
  • Resolution: Resolution can be set when a issue will be closed.
  • 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 (info)  (Currently not in use)

           

  1. In Progress  When starting to work on a ticket use the 'In progress' button, ticket will automatically be assigned to the current user.

    From all statuses you can always go back to status  'In Progress' ,  use transition 'To In Progress' for this 
    From In Progress you can also go back to status Waiting for Customer'. The assignee is then automatically removed. 

  2. From status In Progress the following Awaiting statuse can be set. This is usually used when you are waiting on a reply from a customer (the reporter).

  4. Awaiting Customer      used when more information/response from a customer (Reporter or Requested participant) is required in order to move forward with a issue. 
    When a customer responds the ticket will automatically be changed back to status 'In Progress'


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


  6.  Reopen an isue
    The issue has been re-opened, resolution will be emptied. Issue can be transitioned back to status 'In Progress' to deliver further support.


GRC Workflow Task & Sub-Task

Status Issue type Task & Sub-Task

  1. Open first status for incoming tickets. 

  2. Pending  Ticket has to be assigned to a team (Yamaha Team)  and assignee. Ticket is pending in the process. 

  3. Work in Progress  Ticket is being worked on and has to be assigned to a team (Yamaha Team)  and assignee

  4. Done
    The issue is considered finished, the resolution is correct. 
  5.  Reopend
    The issue has been re-opened, resolution will be emptied. Issue can be transitioned back to status 'Work in Progress' to execute the task/Sub-Task.


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


Status Issue type Service Request with Approvals

  1. 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.

  2. 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.

  3. Rejected  The ticket has been rejected. This status is a closing status. 


  4. Additional information required:  This status is used to request additional information from the reporter.

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


  6.  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.


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.

 

To select a colleague it is most easy to type first letters.
When you start typing, suggestions will be made of matching users. Select the user to confirm your choice.


How to remove a assignee

  1. Click on the assignee field
  2. Remove the name and click  to confirm





Comments

How to add a comment

Use the comment screen at the bottom of the ticket.

When clicking on the Add Comment button at the top you directly jump to the comment screen.


Only use the Comment internally button. These are only visible for agents and will have a label Internal after placing the comment,.


Share with customer should only be used by P&A Customer support because these message will be visible in the portal for the reporter and requested participants.

How to use @mention

By using @mentions, you can quickly direct conversation in comments to get needed feedback and keep you moving forward.
That way the issue always stays assigned to you and on your radar.

The following users can being mentioned in Jira:

  • Reporter
  • Commenter 
  • Asignee
  • Licensed users: YMEUACJiraServiceDeskUsers / YMEUACJiraYMEPAServicedeskUsers/YMEUACJiraYMESWServicedeskUsers (Jira Servicedesk)  YMEUACJiraUsers (Jira Software)

Participants of a ticket which are only Jira Servicedesk portal customers cannot being mentioned, unless they have left a comment in the ticket, then they will  become a commenter on the ticket.


type '@' in the comment editor then start typing their name. Select the name and type your message. To send your message use Comment Internally.


 


Add-ons used by YME Governance, Risk and Compliance  





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