...

Transition issue through 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 issue.

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 Workflow- 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 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..
   

...

Unfortunately it is not possible to copy all comments, but last comment and the comment entered in the comment screen that pops up if this transition is used will both be copied to the new B2C incident.

...

Assigning an Issue to a different team

If action from a different team/department is required or of it has been wrongly addressed some settings need to be changed to address it to the correct team/department.
View of issues in a queue/dashboard is for all departments depending on 2 settings

...

Multi select field Yamaha Team(s) field is used in YPM project for issue type: ProgrammeProgram, Project, Enhancement and Epic

...

1. Adjust Solution group if wrongly selected
2. Adjust or add correct Yamaha Team
3. Adjust if not the correct SD Classification is selected
4. Adjust the Application-Module if wrongly selected
5. Check if request includes are requires information, if not request customer for more information. 
6. Issue can be allocated to a person when starting on the request/taking care of the request.
   When issue has been assigned before then only re-assign the issue.
   Re-opened issues also need to be re-assigned via the Re-assigned-comment button. 

Moving

...

an issue to the correct department/team

For moving a issue/ticket to a different department 

...