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Introduction Jira Supportdesk

The Jira Supportdesk tool enables the Information Systems Division to standardize the way of registering support.
All communication of tickets is done centrally in this tool and users can individually check their ticket status.

Information Systems Division is separated into 5 departments:

  • Business Applications (ITS support)
  • Business Analytics Applications  (BI)
  • Logistics Applications
  • Consumer Applications 
  • Infrastructure 

Login into the Jira Supportdesk Portal

The Jira Supportdesk portal can be reached via https://support.yamnet.com/ .
For login instructions en who to ask for support see the following page YME Information Systems Supportdesk. 

Raise a request

A new request can only be raised via the Jira portal and not via e-mail.

  1. For raising a request login into the Jira Supportdesk is required. 
    After login the following screen is opened:
     

  2. Select one of the mentioned options, automatically after submitting the ticket it will be distributed to the correct department.

    If you do not know with which application you encounter a problem please select Infra Servicedesk.
    a. Infra servicedesk
    Infra structure related issues (Computer, Printer, Phones, Headsets, Windows 10, Office 365 issues etc.
    b. Business Analytics
    Applications issues concerning Cognos, Cube, TM1
    c. Business Applications
    Application issues concerning YMPACT, YAMS, YMPULSE, YMPULSE-D, Ympulse-L , Infonet, Jira, Confluence, Bitbucket.
    d. Consumer Applications
    Application issues for Salesforce, INRIVER (PIM) , CRM, ACS, AEM , Media Website, Racing Website, etc.
    e. Logistics Applications
    Application issues for SYS2000, YLS, Witron

  3. After selecting a department a request form will be opened.
    Each department has their own request form where information can be entered.
    Examples  below: Infra servicedesk/ Business Applications
  4. Fill in the request form.
    A explanation of the fields for all request forms can be found below. 
    *  = mandatory field
     
    1. Raise this request on behalf of  * : By default your own name/e-mailaddress is set, meaning you will be the reporter of the ticket.
      If you want to raise a ticket on behalf of a colleague please change the requester by using the arrow and start typing the name of your colleague and select your colleagues name/ e-mailaddress.


    2. Summary * : Add a summarized title for your request in this field.


    3. Application-Module * :  If you know the application you are working with, you can help speeding up identifying an issue by already indicating which module/program is involved.
      Via a drop down list you can select the Application in the first field.       The second field is used to determine the specific  program/module/process of the application involved.

      For each department a suggestion is given if you are not sure what to choose in the Application-module field.
      If you have chosen the wrong department please use the button to return to the home screen of the Jira Supportdesk Portal.


      Overview supported applications-module sorted by department

      Infra servicedeskBusiness Analytics (BI)Business ApplicationsConsumer ApplicationsLogistics Applications

      Account management (Infra) 

      • Administrator - Account lock
      • AS400/YMPACT/YAMS - Account lock
      • FASTWEB account (YMC)
      • New Administrator Account (form)
      • New User Account (form)
      • New YAMNET Account (form)
      • Office 365 (Access) - Account lock
      • OnBase - Account lock
      • SYS2000 - Account lock
      • User ID Expire (form)
      • Windows/Citrix (AD) - Account lock
      • Windows/Citrix (AD) - User and Role account related issues
      • YLS - Account lock

      BI (Business Intelligence)

      • Access/Authorization
      • Cognos Report
      • Cubes
      • Dashboard
      • Data Warehouse (DWH)
      • Operational Data Store (ODS)
      		BitbucketAdobe ACSLYON L4

      Citrix

      • Printer
      • Software
      		TM1 (Planning)COM

      Adobe Campaign Manager (CM)

      		SYS2000
      Hardware (Infra) - Monitor/mouse, Laptop etc)

      Confluence

      • Access/Authorization

      Adobe Experience Manager (AEM)

      		Witron L4
      HFM

      DMS-Interfacing

      • DMS
      • apigw

      Amazon Web services (AWS)

      		YLS
      Kofax
      		DRM MS Dynamics

      CAMPAIGNS 

      • NIKEN
      • R1M
      • Tenere700

      Network

      e-invoicing 

      • YMDE/EDICOM
      • YMDK/EDICOM
      • YMIT/Zucchetti
      • YMPT/EDICOM
      • YMNO/EDICOM
      • YMFI/EDICOM
      • YMSC/EDICOM
      		CT ( E-commerce)

      Office 365 

      • Outlook
      • Excel
      • Word
      • Powerpoint
      • Access

      EXT-Warranty 

      • WAKAM/MC
      • WAKAM/Marine
      		ELVISDAM
      Printer 
      • Datamax
      • Printer Queue
      • Ricoh (Follow-Me)
      • Toshiba
      • Zebra

      		InfonetINRIVER (PIM)
      Security (Spam/Phishing)

      Invoice reporting 

      • YMHU/digital
      • YMPL/Saft-JPK-fa
      		Media Portal

      Telephone/Video Communication

      • InTune
      • Microsoft Teams - External Share request (form)
      • Microsoft Teams - Issues
      • Microsoft Teams - Meeting Recording Request (form)
      • Microsoft Teams - New team request (form)
      • Mobile Phone - Issues
      • Mobile Phone - New request (only for HR)
      • VOIP

      Jenkins

      • Authorization request
      		My Garage


      Jira

      • Access/Authorization
      • AD plug-in
      • BigPicture plug-in
      • EazyBI plug-in
      • Jira Project Module
      • Servicedesk Module
      • Timesheet plug-in
      		My Ride


      		License Plate Registration
      • YMES/e-ITV
      • YMNL/VWE
      • YMNL/RDW
      • YMFI/Trafi
      • YMFR/SIV
      		R1M


      		MKT (regstat)Salesforce CRM


      		SAP

      SDL 

      • Tridion
      • TMS



      VAT Reporting

      • YMPL/saft-JPK
      • YMES/AEAT




      		WISE



      		YAMCOM (interface)



      		Ympact



      		Ympulse 



      		Ympulse-D (non-integrated distributors)



      		Ympulse- L (non-integrated distributors)



      		Ynsight



      		YPEC ( supported by YME-Service first)



      		YPIR


      Example: YMPACT
      Select Application Ympact in the first field


      Select the program in the second field, you can type the name to search through the list


      Select the option from the drop down list 


    4. Description * : Add the full request of your questions/issue in the Description field.
      Please provide all detailed information in this field which are relevant for the issue. Example, username, order number, customer number etc.


    5. End date: By default the end date is set to today, but it will automatically be changed to 31/Dec/2039 after the ticket is submitted.
      For urgent issues please set the end date to tomorrow.


    6. Attachment: Add a attachment by simply drag and drop, copy/paste a file or screenshot into the ticket form or use the browse functionality to select a file on your computer.


    7. Requested participant: Add participant/ stakeholders to the ticket by using the search bar.
      Participants of a ticket will receive the same notifications as the reporter and can turn off notifications at any time in their own portal settings.
      For Yamaha users your manager will be informed automatically after creation of the ticket. (J-SOX requirement).
      If you use a generic account you may need to share it manually with your manager.



  5. Check all entered information of the ticket, make sure that all necessary (detailed) information is included in the ticket.

  6. Press the button. The ticket will be created and a screen will pop up with all summarized details of your ticket.

  7. An e-mail will be send to you as confirmation and future communication.


Reply on open ticket

A comment to a open ticket can be added via e-mail by responding on the mail send by Jira or via the command section in the Jira customer portal.
Please do not reply on closed tickets. Comments for closed tickets are only received by the assignee and can be missed. If a ticket is closed but follow up is needed raise a new ticket and add in the description field a reference to the closed ticket.

Add comment via e-mail

Reply on the message send by Jira. Reply address is support@yamaha-motor.eu.

  • Do not change the subject.  Subject with ticket reference is needed to have the response automatically added to the ticket.
  • Add your comment above message:  _________Reply above this line.
  • If needed add a attachment/ screenshot to the message.
  • Remove your signature or any links to other media portals when replying on a Jira message.  
  • Send the message.



Add comment via comment section in the Jira Supportdesk Portal

  • Open the Jira Supportdesk Portal, click on Requests, Open a ticket by clicking on Reference or Summary field.
  • Click on the Comment on this request... section at the top of the ticket.  
  • Type in your text/comment and if needed add a attachment/ screenshot.
  • Click on the Add button to save your comment. 

View Requests

A request can be viewed via the link in the received confirmation mail or when logged in the Jira Supportdesk Portal you'll see a button in the top right corner that says Requests.


Via the Requests button you can quickly access the following:

  • My requests - a request submitted by that person.

  • All requests - both of the above, as well as a request submitted by another person that they’ve been added to as a request participant.

Note: Tickets can only be viewed when you are included as a reporter or participant of the ticket.
          If you are a watcher of a ticket you will receive notifications but do not see the ticket in your requests overview.

How to sort requests

On the requests page you can filter the requests by the following parameters:

  • Request status - for example, open or closed.
  • Request type - for example Infra Servicedesk or Business Applications   
  • Created by - for example, created by me or created by someone else, but shared with me.

Return to the Jira supportdesk Homescreen

At the top of a ticket you can select the Yamaha Information Systems Support Desk link to return to the Jira Suppordesk Homescreen.

Refresh page 

It could happen that after ticket creation or adding a comment that not all information is visible or the share button is missing.

This is related to the background processes that are running to complete ticket information.

With F5 button on your keyboard you can refresh the page to see the latest updates in the ticket.


Add participants to a ticket

Participants of a ticket will receive the same notifications as the reporter and can turn off notifications at any time in their own portal settings.


In the original request form a participant can be added to a ticket via the Request participant field. 


After ticket creation other stakeholders can be added as participant via the  Share button at the right side in the portal.


Notifications

Reporters and participants of a ticket will receive automatically notifications via e-mail when it is created and when there is a update.

Notifications can be turned on or off in the Jira Supportdesk Portal at the top left side by the user for each individual ticket.



Status

The current status of a ticket can be found under requests in the Status column or at the top right corner in the ticket in the Jira Supportdesk Portal.
Some status examples:

All previous statuses of a ticket can be seen in the activity stream of the ticket after opening a individual ticket via the  Jira Supportdesk Portal.
All activities in a ticket are shown in chronological order from bottom to top.


Status Awaiting Customer requires action, Information systems department is then awaiting on a reply for further information.
All other statuses with  Awaiting.... only require action from Information Systems and not from a user. This also included status  Awaiting manager approval, this status indicates that approval from a IT manager is needed.

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