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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:
   
   1. Via issue: Status will automatically changed back to status In Progress.
   2. Manually: Select status In Progress.
      
      

Incoming ticket handling for Yamaha Application Support Desk (SD-)

Check following field selection if the correct one is selected, if not please adjust or add:

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 ask customer to provide more information. 
6. An 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 another team

For moving a issue/ticket to a different train/team

1. Field selection: 
   1. SD Project
      1. Select the correct Solution group
      2. Select the Yamaha Team  corresponding to the Solution group as per above overview/ Team details - all trains.
      3. Make sure the correct Application-Module is selected.
2. Remove yourself as assignee
   1. If you still want to track the issue to receive notifications, include yourself as Watcher.
   2. If you still need to be involved actively add yourself as requested participant
3. Add a comment to the issue with your request toward the Yamaha Team, in case of temporary assignment to other team request to reassign the issue back to your Solution group/Yamaha team/ Yamaha Team(s).

The persons who are handling the queues from the department/team will take further care of the ticket and move them to the second line if needed.