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- Type: Issue type is always set based upon selection in the portal.
- Priority: By default issues are set to Low
- Department: Department of the reporter of the issue.
- Company: Company of the reporter of the issue.
- Yamaha Team(s): Responsible team that will handle the ticket, will automatically set based on the customer request through the portal
- Urgency: Field to indicate the Urgency from user perspective, field is visible on the applicable portal forms
- Request category: Indicate if request concerns a Incident or a Service request
- YME Meeting Room(s): Field to indicate the meeting room, field is visible on the applicable portal forms
- YME Profit Center: Field to indicate the YME Profit Center, field is visible on the applicable portal forms
- Frequency: Field to indicate frequency for recurrence of a task.
- Status: Workflow status
- Resolution: Resolution can be set when a issue will be closed.
- 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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- 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. - Awaiting assignment Ticket is ready to be assigned to a team (Yamaha Team) /assignee
- 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.
- 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'. - 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.
Ticket assignment
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Click on the assignee field or directly on the assign to me button.
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.
How to remove a assignee
- Click on the assignee field
- Remove the name and click
to confirm
How to assign an ticket to different department/team
- Click on the Yamaha Team(s) field
- Select the Yamaha Team(s) which should take further care of the ticket
- Remove yourself as assignee (see instructions above)
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When clicking on the Add Comment button at the top you directly jump to the comment screen.
Only use the Comment internally button. These are only visible for agents and will have a label Internal after placing the comment,.
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.
How to use @mention
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