Table of contents

Introduction

Welcome to the Yamaha Support Portal Guide of Yamaha Motor Europe N.V.
This guides includes general information about login and how to use the Jira Support Portal (s) and Confluence Documentation Portal.

Jira YMEU Yamaha Support Portal

Raise a request to ask support from:

Confluence Documentation Portal
Documentation portal for sharing knowledge like user manuals and instructions and contact information via a central location.

Below links will give direct access to the guides which includes a explanation of the portal request forms.

Tip! Bookmark the above links in your browser for easy access.

Login

Jira Support Portal and Confluence Documentation Portal

 

Login credentials

  • Yamaha YME (external) employees, Yamaha Motor Europe integrated branches, warehouses employees and Yamaha consultants with a Yamaha account starting with YM, or WH and IWL users: 
    Same credentials as Windows login can be used (logging into your computer). 

    Password reset can be done via Windows. Use CTRL + ALT+ DEL and select 'Change a password'.

  • All other customers including consultants:  Your Username is equal to your email address.
    When you have a Yamaha e-mailaddress then this will be used.

    Requesting a (new) password can only be done via Jira use:      ‘Can’t access your account'  or 'Forgot your password?' button below the credential fields.
    An email will be send with a password reset link.


  • Open the e-mail and click on the link, a Reset Password screen will open:
     a. Enter a New Password in the field
     b. Enter New Password again in the Confirm field
     c. Click on the Reset button


    After reset you can click on the log in button, user your new set password

Login support

  • Message: Sorry, your username and password are incorrect - please try again

    1. If you use password storage from your browser an old password can be stored it can help to refresh your browser cache ( https://www.refreshyourcache.com/en/home/) and to manually re-enter your credentials.
    2. If refreshing browser cache is not working your password needs to be changed/reset. 

  • Message: This user account is managed in an external User Directory and Jira is not able to update your password.

    This message will be displayed when ' Can’t access your account button‘  has being used by Yamaha YME (external) employees, Yamaha integrated branches, warehouses employees and Yamaha consultants with a Yamaha account starting with YM.
    Reset of your password can only be done in Windows.


  • Message: Sorry, your userid is required to answer a CAPTCHA question correctly  or Sorry, you are required to answer a CAPTCHA question correctly.

    This message will displayed when multiple times the wrong credentials have been entered, your account is locked.
    CAPTCHA lock can only be reset by an administrator, please reach out to Infra Servicedesk or Business Applications for support.

Customer Portal Profile

In the Customer Portal Profile preferences for Avatar, Display name, Language and Time zone can be set.

  1. Select the avatar in the main navigation at the left top and choose Profile.
  2. Under Profile, select Edit your profile.
  3. Choose an avatar, change the display name, set a language, and select a time zone.
    For licensed Jira users we kindly ask you to leave the company name setting in your "display name" as originally setup in your profile. Example like [ Yamaha ].

  4. Select Save.


JIRA Service Desk notifications will be send in the preferred language set in the Customer Portal User Profile.
Please note that notifications send by YME Divisions will be originally being entered in English.

Contact details support 

In case the above procedures for login instructions didn't work out please contact:

If requesting support via email please include a screenshot of the login screen, the message and include your Username in the message.


Jira Support Portal


After login into Jira the YMEU Yamaha Support portal will be opened.

Click on portal to open the request forms.
Links for direct access of the portal forms:


Portal Instruction Guides how to use the forms can be found on the following Confluence pages: 

Looking for documentation in the Confluence Documentation Portal? Use the Search Bar.

After opening a page you can go back to your search results via the Back to results link located at the top left corner.

Return to a Portal

In the portal you can directly go back by clicking on the links:
*1 YMEU Yamaha Support Portal  to access all portals
*2 Portal forms of  YME Information Systems Portal or YME P&A Customer Support Portal

View Requests

A request can be viewed via the link in the received confirmation mail or when logged in the Support Portal you'll see a button in the top right corner that says Requests.

Via the Requests button you can quickly access the following:

  • My requests - requests created by yourself.

  • All requests - requests created by yourself and by others where you've been added as a request participant.

Note: Tickets can only be viewed when you are included as a reporter or participant of the ticket.
          If you are a watcher of a ticket you will receive notifications but do not see the ticket in your requests overview.

How to sort requests

On the requests page you can filter the requests by the following parameters:

  • Request status - e.g. open or closed.

  • Request type - e.g. Infra Servicedesk or Business Applications, Integrated Distributor 

  • Created by - e.g. created by me or created by someone else, but shared with me.

Refresh page 

It could happen that after ticket creation or adding a comment that not all information is visible or the share button is missing.

This is related to the background processes that are running to complete ticket information.

With F5 button on your keyboard you can refresh the page to see the latest updates in the ticket.

Request information

Notifications

Reporters and participants of a ticket will receive automatically notifications via e-mail when it is created and when there is a update.

Notifications can be turned on or off in the Support Portal at the top left side by the user for each individual ticket.

Status

The current status of a ticket can be found under requests in the Status column or at the top right corner in the ticket in the Jira Supportdesk Portal.
Some status examples:
 

All previous statuses of a ticket can be seen in the activity stream of the ticket after opening a individual ticket via the Supportdesk Portal.
All activities in a ticket are shown in chronological order from bottom to top.


Status Awaiting Customer requires action from a reporter or requested participants.
All other statuses with  Awaiting.... only require action from the ticket handler (assignee) and not from a user. This also included status  Awaiting manager approval, this status indicates that approval from a YME IT manager is needed.

Reply on open ticket

A comment to a open ticket can be added via e-mail by responding on the mail send by Jira or via the command section in the Support Portal.
Please do not reply on closed tickets. Comments for closed tickets are only received by the assignee and can be missed. If a ticket is closed but follow up is needed raise a new ticket and add in the description field a reference to the closed ticket.

Add comment via e-mail

Reply on the message send by Jira. Reply address is support@yamaha-motor.eu.

  • Do not change the subject.  Subject with ticket reference is needed to have the response automatically added to the ticket.

  • Add your comment above message:  _________Reply above this line.

  • If needed add a attachment/ screenshot to the message.

  • Remove your signature or any links to other media portals when replying on a Jira message.  

  • Send the message.


Add comment via comment section in the portal

  • Open the Support Portal, click on Requests, Open a ticket by clicking on Reference or Summary field.

  • Click on the Comment on this request... section at the top of the ticket.  

  • Type in your text/comment and if needed add a attachment/ screenshot.

  • Click on the Add button to save your comment. 


Confluence Documentation Portal

The Confluence Documentation portal is used for sharing knowledge like user manuals and instructions and contact information via a central location for YME, Yamaha Branches, distributors, dealers and support partners.

At the top you will find the Space home page User Manuals (Public).

In this Homepage you find an overview of all available pages in this Space.

Navigation in Confluence

Through the navigation panel on the left you will be able to access the pages in the specified public space.
Some pages are open to everyone but some pages are only available and visible after login. 
If a page has a table of contents / children pages these can also be used to directly navigate to a specific page.


Use the arrows in the Page Tree to fold or unfold pages 

 pages are folded

 pages are unfolded

On the Home Page of User Manuals (Public) and on all the department pages a Search bar can be found. 
This can be used to search with key words on documentation stored within the User Manuals (Public) Space.

In the screenshot below you find an example of accessible pages without login.


Navigate between Jira and Confluence

 

 With a click on the following button you can navigate between the Jira and Confluence page.



Note: Bitbucket is not available for Servicedesk portal users.

Export a page in Confluence to PDF or Word

If you've got permission to view a page in Confluence, you'll be able to export it via the following way:

  1. Select, this  button can be found at the right upper bar on the Confluence page
  2.  Choose either > Export to Word or > Export to PDF..  
  3.  A PDF or Word document will be generated and added to your download location. File will be visible below in your browser.


 


Note: Due to the format of exported Word files, they can only be opened in Microsoft Word and aren't compatible with other applications like Open Office, Libre Office, or Google Docs.

Download a Userguide

Some (Ympulse) Userguides can only being viewed. With exporting them to PDF or WORD the lay out is changed and sometimes pictures are lost.

To keep the format the original document can be downloaded by following below steps.


  1. Select  at the right corner of the page

  2. Select Attachments

  3. Select the attachment

  4. A PDF file will be opened use the  button at the right top corner


  5. File will be downloaded to your local drive.



Kind regards,

YME Atlassian support team

YAMAHA MOTOR EUROPE N.V.
Koolhovenlaan 101
1119 NC Schiphol-Rijk
The Netherlands