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 P&A Customer Support project is explained.

Jira projects

YME Facilities & General Affairs is using the following Jira-project:

Project Key

Project type and purpose

GRC Project
GRC

Jira Service management - Incident management including Customer Portal


YME Governance, Risk and Compliance (GRC)

Users can create a new issue via the Yamaha Motor Europe support portal, via this portal you can go to the YME Governance, Risk and Compliance portal to submit a request.

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


GRC Issue types

GRC: Jira Service Management Issue Types has all standard Jira Service Management for ITSM template Issue types active:

Not all issue types are used these are only: Incident, Service Request, Service Request with Approvals and Task.

GRC Issues overview


  • Priority

  • Status: Workflow status
  • Resolution: Resolution can be set when a issue will be closed.
  • Request Type: Customer portal request type
  • Customer status: Status visible in the Customer portal. This does not always corresponds directly with the issue workflow status.
  • Channel: Portal or e-mail request
  • View customer request: link directly to the Customer portal request. This link can be shared if a customer need to access a specific issue.

GRC Workflows


 GRC: Service Request Fulfilment with Approvals workflow for Jira Service Management


Status Issue type Service Request with Approvals

  1. Waiting for review first status for incoming tickets. Background process is running (automations + notifications). In the meanwhile the ticket can be reviewed to see if it contains all required data to progress to the waiting for approval status. If information is not complete than the agent can choose to request additional information via the transition to that status.
    The ticket will automatically move to next status Awaiting assignment.
  2. Additional information required:  This status is used to request additional information from the reporter.
  3. Waiting for Approval One of the 3 approvers in the Approvers list can provide approver during this status so that the issue progresses to the next `hase which is APPROVED (YME STC). The known approvers will also receive a notification that an approval is pending.
  4. Approved (YME STC)
    The issue has been approved by YME STC and the issue will automatically go to the status closed. This is triggered on the background by automation.
  5. Rejected  The ticket has been rejected. This status is a closing status.
  6. Closed
    The issue is considered finished, the resolution is correct. Issues which are closed can be reopened. 



Custom fields

Approvers - Contains users needed for approval. 

Approvals - Provides search options for Jira Service Management approvals information. This custom field is created programmatically and required by Jira Service Management.

Distributor Name - This field stores the name of the Distributor involved.

Trade Name -  This field stores the actual Trade Name of the organisation involved.

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.

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





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.


Use the Comment internally button. These are only visible for agents and will have a label Internal after placing the comment,.


Use Share with customer button for messages towards customers and if a message need to 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: YMEUACJiraYMEGRCServicedeskUsers

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.


 


Add-ons used by YME Governance, Risk and Compliance  








  • No labels