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 Logistics project is explained.

Jira projects

YME Logistics is using the following Jira-project:

YME Logistics (LOG)

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

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

LOG Issue types

Logistics has all standard Jira Software for Kanban template Issue types active. The issuetype is activated, bot is not in use for now.

LOG Issues overview

LOG specific fields

• Type: Issue type is always set based upon selection in the portal, this can be a Incident or a Service Request
• Priority: By default issues are set to Low
  
• Yamaha Team(s): This field is required for all issuetypes when creating and closing a (new) issue. You have the following options to choose for this field:
  
• Target start: Planned start date when the team will start working on the issue. Used in Advanced Roadmap Plans.
• Target end: Planned end date when the team will complete the work on the issue. Used in Advanced Roadmap Plans.

LOG Workflows

LOG project contains three active workflows that is used by all teams and has been activated for Incident and Service Request.

Workflow for the Epic

Workflow for the Task, Story and Bug

Workflow for the Sub-task

Statuses

1. Backlog: when work is created, it will come to this status first. From this status you can move the work to the another statusses. 
2. To do: work has not started (work can always move back to this status);
3. In progress: a developer builds & unit tests their own work to meet acceptance criteria (work can always move back to this status);
4. Review: a peer reviews any code & functionality;
5. Done: the work is completed without deployment needed (Resolution "Done" is set automatically); or
6. Canceled: No further work will be done on this issue, it is not required anymore or has become obsolete (a pop-up will allow filling the mandatory field Resolution)
7. On hold: 

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

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
   
   
   
   
   

How to assign an ticket to different department/team

1. Click on the Yamaha Team field
   
   
2. Select the Yamaha Team which should take further care of the ticket
   
3. Remove yourself as assignee (see instructions above)

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.

Project shortcuts

The following links are available in SW Jira-Project when opening a ticket at the left panel:

1. Jira training for Service and Warranty 
2. YME Service and Warranty customer support portal
3. YME Service and Warranty customer support portal Guide
4. YME Service User manuals (in User Manuals (Public) Space