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Introduction

Never worked with Jira before? No problem. Please first read the Jira training Basics page.
This chapter is part of is part Jira training for Information Systems, below the Jira setup for Information Systems - Yamaha Applications Support Desk (SD) Onboarding procedure is explained.
This procedure is used by IT Servicedesk.

All Onboarding requests will be processed via Recruitment and HR.
HR is responsible for creating the actual ticket for the IT Servicedesk.
Portal instructions how to fill the onboarding form can be found on the following page: Onboarding process.

Onboarding Flow

Workflows

SD: Access Request Onboarding Workflow

This workflow is used by Issue type Onboarding for the original onboarding request.

Statuses SD: Access Request Onboarding Workflow

Filling Issue attributes:Ticket is created, automation rules are running at the background to fill issue field values.
Awaiting assignment Onboarding ticket ready for being picked up by IT Servicedesk; Assign ticket to a SD-Agent
Assigned (to do) work has not started, Onboarding issue has been assigned to a SD-Agent
In Progress Issue is in Progress (work 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 issue.
Detailed information for this status can be found further below under: Jira training for Onboarding
Awaiting Supplier Used when more information/response from a supplier is required.
Detailed information for this status can be found further below under: Jira training for Onboarding
Access request Ympact Triggers automatic Sub-Task creation
Access request Yams Triggers automatic Sub-Task creation
Access request TM1/Cognos Triggers automatic Sub-Task creation
Access request Jira/Confluence/Bitbucket Triggers automatic Task creation
Request Mobile Phone: Triggers automatic Sub-Task creation
Access Request Facility : Triggers automatic Task creation
Closed Onboarding of the new employee/user has been completed

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.

Awaiting Customer status can be triggered via the Respond to customer button .

When selecting this option a pop up frame will be opened:
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.
Select the Respond to customer button.
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.
Response from customer received:
1. Via issue: Status will automatically changed back to status In Progress.
2. Manually: Select status In Progress.

Awaiting supplier status

The Awaiting Supplier status is used when a supplier has been contacted either via the issue directly or via other communication canals to purchase/request assistance for products/services.

Please also read page How to use @mentions to tag a reporter or a commenter directly.

Awaiting Supplier status can be triggered via the Awaiting Supplier button .

When selecting this option a pop up frame will be opened:
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 Supplier
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.
Select the Awaiting supplier response button.
After reply from the Awaiting supplier response button is pressed the comment will be added to the ticket and status will be changed to Awaiting Supplier. Description area is optional.
Response from supplier received:
1. Via issue: Status will automatically changed back to status In Progress.
2. Manually: Select status In Progress.

SD: Simple 3 step Workflow

This workflow is used by Issue type Task and Subtask.

Tasks and Sub-Tasks are triggered via the Access request XXXXX and Request Mobile Phone workflow transitions in the SD: Access Request Onboarding Workflow

Statuses SD: Simple 3 Step workflow

To do: work has not started, issue can be assigned (work can always move back to this status);
In progress: Issue is in Progress (work can always move back to this status);
Done: the work is completed, resolution is automatically set to "Done";
Canceled: No further work will be done on this issue, it is not required anymore or has become obsolete. Resolution is automatically set to "Canceled" a comment Screen will pop up to include information why the issue has been canceled (can be selected from any status).

If a Issue is already closed and will be moved back to status "To Do" or "In Progress" the resolution will be cleared.

Onboarding procedure in Jira

All communication with the Manager/User will be done through the original Onboarding ticket!

Onboarding ticket is created by HR, reporter = HR-Jira@yamaha-motor.eu [YME HR]
After creation ticket will be transitioned to status Awaiting assignment
SD-agent allocates ticket to him/herself
SD-agent set issue to

After transitioning the Onboarding ticket to status In Progress the Onboarding form will automatically being attached.
Please make sure you have the Forms tab open to view the form

The form is directly visible in the customer portal.
SD-agent adds Manager of the new user as Requested participant
1. Add in the comment section a canned response "SD_Onboarding NEW" and adjust the information between brackets[ ]
2. Then click on Share with Customer to send the message.
Manager receives a notification via e-mail.
For the manager it will look like below in the Customer portal:
Manager action:
1. Manager saves and submit form in customer portal
  
  The form will be locked for editing. Print screen from original onboarding ticket
2. Form will be attached as PDF. This PDF file is not visible in the customer portal, only in the original ticket for SD-agents.
Add a Internal comment to the Onboarding ticket
copy [Example User NAME, USERID] to [New User NAME, USERID]
This internal comment will be copied in the next step when requesting Sub-Tasks and Tasks.
Sub-task and Jira training for Onboarding can be requested according to selection made in the Onboarding Form.
All communication with the Manager/User will be done through the original Onboarding ticket!
After all linked Sub-task and Tasks are completed the Onboarding ticket can be closed by the SD-Agent.
1. Use a canned response:
2. SD-Agents send mail to the new Employee

Sub-Tasks

For internal action by IT department(s) a Sub-Task can be created via the original Onboarding ticket. This is automatically done by selecting the appropriate transition.
Transitions are visible in the Onboarding ticket via the (workflow) menu when active status is "In Progress"

After a Subtask transition is triggered in the original Onboarding ticket, the status will temporary being changed to Access request XXXXXXX or Request Mobile phone

After the Sub-Task creation the original Onboarding ticket automatically transitions back to

You might need to refresh your page (F5) if status change is not visible.

These status changes are also visible in the Customer Portal:
Examples:

All requested Sub-Tasks can be found under Sub-Tasks section in the original Onboarding ticket

Status of Sub-Task can easily being tracked in original Onboarding ticket.
If a Sub-Task is completed it will look as follows in the original ticket.

All attachments and Onboarding Form from original Onboarding ticket are copied to the Task and Sub-Task.

When opening the Sub-task you can always see to which original Onboarding ticket it belongs.

A Sub-Task is a internal task which is not visible in the Customer portal. For this reason there is no match with the (customer) request type in the customer portal.

Access request Ympact

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

This option triggers automatically subtask creation:

See in Yellow the fields that are pre-filled by the automation rule: SD_Create Sub-Task Onboarding Access request for Ympact

Automatically the Ympact Sub-Task is assigned to the same Assignee as the original Onboarding ticket.
Text: copy [Example User NAME, USERID] to [New User NAME, USERID] is taken from the last comment of the original onboarding ticket. Other text is pre-set via the automation rule.

Access Request Yams

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

This option triggers a subtask

See in Yellow the fields that are pre-filled by the automation rule: SD_Create Sub-Task Onboarding Access request for Yams

Automatically the YAMS Sub-Task is assigned to the same Assignee as the original Onboarding ticket.
Text: copy [Example User NAME, USERID] to [New User NAME, USERID] is taken from the last comment of the original onboarding ticket. Other text is pre-set via the automation rule.
Remon Cliteur is automatically added as requested participant

Yams Ticket is going to be handled by several persons:

Solution Group: Infra Servicedesk, Yamaha Team: INFRA-SD, Assignee: Same as original onboarding ticket
Solution Group: Infrastructure, Yamaha Team: INFRA-AS400
Solution Group: Business Applications (ITS Support), Yamaha Team: B2B-YAMS, Assignee: Remon Cliteur

When ticket is transition via INFRA-SD to Solution Group: Infrastructure, Yamaha Team: INFRA-AS400 team the subtask will be visible in Infra-AS400 Dashboard

Access request TM1/COGNOS

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

This option triggers a subtask

See in Yellow the fields that are pre-filled by the automation rule: SD_Create Sub-Task Access request for TM1/Cognos

Automatically the TM1/COGNOS Sub-Task is assigned to Mark Lucassen.
Text: copy [Example User NAME, USERID] to [New User NAME, USERID] is taken from the last comment of the original onboarding ticket. Other text is pre-set via the automation rule.

Procedure:

Change status to In Progress
1. Rights approved: Groups are specified by Mark , leave status as "In Progress", INFRA-SD will assign rights and closed ticket.
2. Rights not approved: Mark closes the Sub-Task, by selecting status Canceled

Request Mobile Phone

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

This option triggers a subtask

See in Yellow the fields that are pre-filled by the automation rule: SD_Create Sub-Task request for Mobile Phone

Automatically the Mobile Phone Sub-Task is assigned to Danny Vogelzang.

Task

For non-internal action by divisions/departments other than Information Systems or for Scrum teams a Task can be created via the original Onboarding ticket. This is automatically done by selecting the appropriate transition.

Transitions are visible in the Onboarding ticket via the Workflow menu

After a Task transition is triggered in the original Onboarding ticket the status is temporary changed to status Access request XXXXXXX

This status change is visible in the Customer Portal:

After the Task creation the original SD ticket automatically transitions back to In Progress.
This status change also reflects in the customer portal:
Example:

All requested Tasks can be found under Issue Links section in the original Onboarding ticket

Task Jira/Confluence/Bitbucket

Task is created
1. Automatically following fields are set:
  1. Solution Group: Infrastructure
  2. Yamaha Team: JIRA-APPS
  3. Sprint: Active Sprint
  4. Story Points: 1
  5. Request type No match
  6. Assignee: Bianca van der Meer
2. Description is automatically added
  
  Task is not visible in the Customer portal
Jira Admin changes status from "To Do" to "In Progress"
Jira Admin executes task as requested in Onboarding form
For AD user: Please inform approved groups to be assigned in AD.
and leave status to In Progress.
Servicedesk can assign approved rights and close the ticket.
For non-AD user: Please create/adjust a Jira internal directory account.
Add user as requested participant.
Ticket can be closed after granting access.
Assignee of Original onboarding ticket can see status update in the original ticket.
If all required actions are performed Task can be closed.
1. Assignee select Done to close the ticket
2. No action needed, select Canceled and provide reason for cancelation.

Task Facility

Task is created
1. Automatically Assignee is set, same assignee of Original Onboarding ticket.
2. Description is automatically added
  
  Task is also visible in the Customer portal
  
  The following section is for Facility & Reception:
Facility/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
Assignee receives comment notification via e-mail
If all required actions are performed Task can be closed.
1. Assignee select Done to close the ticket
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.

Onboarding Form

The Onboarding form has been setup in Pro Forma Forms. If it is not working properly please reach out to Bregje Mank, Daan Libeton, Jira administrator.

A open form always needs to be saved and submitted.

After Save and Submit or pressing Submit button in the form a Confirm screen will pop up.
Select Submit to finalize the Onboarding Form.

Automatically the form is being attached to the Ticket.

Form will also being attached as PDF. This PDF file is not visible in the customer portal, only in the original ticket for SD-agents.

Re-open locked form

If needed form can be re-opened by SD-agents.

Select Reopen
Confirm Reopen
Form can be adjusted by reporter and requested participants or by SD-agent.
Save changes by pressing submit
Confirm submit
A new PDF file will be attached with the form. See date/time stamp for form version. This PDF file is not visible in the customer portal.

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Introduction

Onboarding Flow

Workflows

SD: Access Request Onboarding Workflow

Statuses SD: Access Request Onboarding Workflow

Awaiting Customer status

Awaiting supplier status