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) Offboarding procedure is explained.
This procedure is used by IT Servicedesk.

All Offboarding requests will be processed via the Service Portal except for YME and YMBNL.
HR is responsible for informing the IT Servicedesk of all YME and YMBNL offboarding employees based in Schiphol-Rijk.
Portal instructions how to fill the offboarding form can be found on the following page: TO BE CREATED

Offboarding Workflow(s)

SD: Request OFFboarding Workflow 

This workflow is used by Issue Type Offboarding for the manually created Offboarding requests.

Statuses  SD: Access Request Onboarding Workflow

• Filling Issue attributes: Ticket is created, automation rules are running in the background to fill issue field values.
• Awaiting assignment: Offboarding ticket ready for being picked up by IT Servicedesk; Assign ticket to an SD-Agent.
• Assigned (to do): work has not started, Onboarding issue has been assigned to an SD-Agent.
• In Progress: Issue is in Progress (ticket 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 ticket.
  Detailed information for this status can be found further below under: Awaiting Customer status.
  
• Awaiting Supplier: Used when more information/response from a supplier or another team within the IS department is required.
  Detailed information for this status can be found further below under: Awaiting supplier status.
• Remove Admin Account: Triggers automatic creation: Task to Remove Admin Account.
• Remove SAP Account: Triggers automatic creation: Task to Remove SAP Account.
• Remove Informatica Account: Triggers automatic creation: Task to Remove Informatica Account.
• Remove Ympact Automations: Triggers automatic creation: Task to Remove Ympact Automations.
• Remove Yams Account: Triggers automatic creation: Task to Remove Yams Account.
• Remove Jira/Confluence/Bitbucket Account: Triggers automation creation: Task to Remove Jira/Confluence/Bitbucket Account.
• Remove AWS Account: Triggers automatic creation: Task to Remove AWS Account.
• Remove B2C Non-SSO systems: Tiggers automatic creation: Task to remove B2C Non-SSO systems access.
• Validation: Onboarding Servicedesk team tasks are done, waiting handle over for bag and access to the user/confirmation from users all is setup.
• 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 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 In Progress.
   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? Manually: Select status In Progress.
   
   

Offboarding procedure in Jira

There are three types of Offboarding tickets:
A. Offboarding tickets for YME, YMBNL is created by team Engine.
B. Offboarding tickets for all others branches is created by HR, reporter = HR-Jira@yamaha-motor.eu [YME HR].
C. Offboarding tickets for employees not registered in SuccessFactor YME/YMBNL, created by manager via the Jira portal the Offboarding form is already included.
D. Offboarding tickets for employees not registered in SuccessFactor other branches, created by manager or local IT via the Jira portal the Offboarding form is already included. 

1. Create Offboarding ticket via the Jira portal on behalf of the manager of the employee that is offboarding, type A only.
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.
   
   
   
   
5. Add manager, employee and/or local IT:
   In case of a type A Offboarding ticket, the SD-agent adds the employee as Requested Participant to the Offboarding ticket.
   In case of a type B Offboarding ticket, the SD-agent adds the manager and local IT person as Requested Participant to the Offboarding ticket.
   In case of a type C and D Offboarding ticket, add the local IT person as Requested Participant if not done so already.
6. Add Offboarding form to the ticket, type A and B only. For type C and D go to step 14.
   
   
   
   
7. Send Offboarding form to manager & local IT, type A and B only. See step 9.
8. Request if employee turned in all assets (laptop, phone, mouse, headphone, backpack, home display/keyboard), type B, C and D only. See step 9.
9. Changes ticket status to Awaiting Customer.
   
   
   
   
10. For a type A offboarding: Use canned response SD_Offboarding NEW to request information. For a type B offboarding go to step 13.
    
    
    
    
11. Make an appointment with the employee to return all assets (laptop, phone, mouse, headphone, backpack, home display/keyboard), type A.
12. Register appointment within the Servicedesk calendar.
13. For a type B offboarding: Use canned response SD_Offboarding other countries.
    
    
    
    
14. Take care of de offboarding as described in the Offboarding Procedure.
15. Create a task for another team if necessary.
    
    
    
    
16. Once all tasks are done, for type A and C go to step 17. For type B and D, move the ticket to Validation to have the IT colleague or manager validate everything is taken care of on their side as well.
17. Close the ticket with a finalization message to the manager and local IT.