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YME

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Logistics (

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LOG)

Users can create a new issue via the Yamaha Motor Europe support portal, via this portal you can go to theYME Service and Warranty portal to submit a request.
Instructions of the portal forms can be found here: YME Service and Warranty Customer Support Portal Guide

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• 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.

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LOG Workflows

This LOG project contains one three active workflow workflows that is used by all teams and has been activated for Incident and Service Request.
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Workflow for the Epic

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Workflow for the Task, Story and Bug

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Workflow for the Sub-task

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Statuses

1. Filling user attributes first status for incoming tickets. Background process is running to collect user data and fill other fields automatically. No action should be taken when a ticket has this status.
   The ticket will automatically move to next status Awaiting assignment.
   
   
2. Awaiting assignment  Ticket is ready to be assigned to a team (Yamaha Team) /assignee 
   
   
   
3. In Progress  When starting to work on a ticket use the 'Start progress' button, ticket will automatically be assigned to the current user.
   
   From all statuses you can always go back to status  'In Progress' ,  use transition 'To In Progress' for this
   From In Progress you can also go back to status 'Awaiting Assignment'. The assignee is then automatically removed.
   
   
4. From status In Progress several Awaiting statuses can be set:
   
   Awaiting Customer  used when more information/response from a customer (Reporter or Requested participant) is required in order to move forward with a issue. 
   When a customer responds the ticket will automatically be changed back to status 'In Progress'
   
   Awaiting Warehouse used when more information/response from Warehouse is required. When response is received, change ticket manually back  'To In Progress'.
   
   Awaiting YME Colleagueused when more information/response from YME colleagues from another division/department is required. When response is received, change ticket manually back  'To In Progress'.
   
   Awaiting Supplier/Factory used when more information/response from a supplier or factory is required. When response is received, change ticket manually back  'To In Progress'.
   
   
   
5. Closed
   The issue is considered finished, the resolution is correct. Issues which are closed can be reopened. P&A customers support will inform the customer and close the ticket.
   

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