Table of Contents

Introduction

Never worked with Jira before? No problem. Please first read the Jira training Basics page.
This chapter is part of 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

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 ticket.

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 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 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.



  5. Response from customer received:
    1. Via issue: Status will automatically changed back to status Customer Responded.
    2. Manually: Select status Customer responded or 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.

  1. Awaiting Supplier status can be triggered via the Awaiting Supplier 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 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.  
  3.  Select the Awaiting supplier response button.
  4. 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.



  5. 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

If a ticket 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!

  1. Onboarding ticket is created by HR, reporter = HR-Jira@yamaha-motor.eu [YME HR].

  2. After creation ticket will be transitioned to status Awaiting assignment.
     
  3. SD-agent allocates ticket to him/herself.



  4. SD-agent set issue to In Progress.



    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.

  5. 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.




  6. Manager receives a notification via e-mail.
    For the manager it will look like below in the Customer portal:



  7. 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.



  8. Add a Internal comment to the Onboarding ticket:
    copy  [Example User NAME, USERID] to [New User  NAME,  USERID]
    NOTE: This internal comment will be copied in the next step when requesting Sub-Tasks and Tasks.



  9. Sub-task and Task 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!

  10. After all linked Sub-task and Tasks are completed the Onboarding ticket can be closed by the SD-Agent using the Resolved option.
    1. Use a canned response: SD_Onboarding CLOSE YME/YMBNL or SD_Onboarding CLOSE OTHER.



    2. In the comment section adjust the information between brackets[ ] and click Resolved.

    3. SD-Agents send mail to the new Employee, including the link to the Welcome page in Confluence.


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.


Sub-Task 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



Sub-Task 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

Yams Ticket is going to be handled by several persons:

  1. Solution Group: Infra Servicedesk, Yamaha Team: INFRA-SD, Assignee: Same as original onboarding ticket
  2. Solution Group: Infrastructure, Yamaha Team: INFRA-AS400
  3. 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


Sub-Task 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

Procedure:

  1. 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


Sub-Task 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



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

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



  1. Task is created

    See in Yellow the fields that are pre-filled by the automation rule: SD_Create Task Access request for Jira/Confluence/Bitbucket

    Task is not visible in the Customer portal 

  2. Jira Admin changes status from "To Do" to  "In Progress"
  3. Jira Admin executes task as requested in Onboarding form

  4. 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.

  5. Assignee of Original onboarding ticket can see status update in the original ticket.

  6. 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

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

  1. Task is Created
    See in Yellow the fields that are pre-filled by the automation rule: SD_Create Task Access request for Facility


    Task is also visible in the Customer portal 



    The following section is for Facility & Reception:

  2. Facility/Receptions executes task as requested in Onboarding form

  3. Facility/Reception informs via comment in customer portal what action has been taken: Provided Batch, Keys, Desk
    After adding comment select Add


  4. Assignee receives comment notification via e-mail

  5. If all required actions are performed and Facility/Reception has given the confirmation all requested items have been handled over to the employee the Task can be closed.
    1. Assignee select Status 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.


Task AWS Workspace

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


  1. Service request with Approvals is created

    See in Yellow the fields that are pre-filled by the automation rule: SD_Create Task Access request for AWS Workspace



  2. Lennart can assign incoming request to a team member.
    When start working change status from "To Do" to  "In Progress"


  3. Assignee executes task as requested in Onboarding form


  4. 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.

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.

  1. Select Reopen
  2. Confirm Reopen
  3. Form can be adjusted by reporter and requested participants or by SD-agent.
  4. Save changes by pressing submit
  5. Confirm submit
  6. 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.