Page History

...

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 Image Modified
   
   
   
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 Image Modified
   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:
   Image Modified
   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.
   Image Modified

Ticket assignment

...

Click on the assignee field or directly on the assign to me button.

 Image Modified

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.
Image Modified

Image Modified

How to remove a assignee

1. Click on the assignee field
   Image Modified
2. Remove the name and click Image RemovedImage Added to confirm
   Image Modified
   
   Image Modified
   
   

How to assign an ticket to different department/team

1. Click on the Yamaha Team field
   
   Image Modified
2. Select the Yamaha Team which should take further care of the ticket
   Image Modified
3. Remove yourself as assignee (see instructions above)

...

When clicking on the Add Comment button at the top you directly jump to the comment screen.

Image Modified

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

Share with customer should only be used by P&A Customer support because these message will be visible in the portal for the reporter and requested participants.
Image Modified

How to use @mention

...