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YME Logistics (LOG)

Users can create a new issue issues 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 GuideLogistics Boards.

The image2022-12-6_10-2-12.pngImage Added button should The image2022-12-6_10-2-12.pngImage Removed button should NOT  be used for creation of a SW LOG issue.


LOG Issue types

YME Logistics has all standard Jira Software for Kanban template Issue types active. The issuetypeImage Addedis active, but is not in use for now.

The relation or also called hierarchy of these standard issue types can be found in the Jira training Basics under Issue types .

LOG Issues overview

LOG specific fields

  • Type: Issue type is always set based upon selection in the portal, this can be a Incident or a Service Requestused, see list under LOG Issue types.
  • Priority: By default issues are set to Low
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  • Department: Department of the reporter of the issue.
  • Company: Company of the reporter of the issue.
  • Yamaha Team: Responsible team that will handle the ticket, will automatically set based on the customer request through the portal
  • Category Warranty: Used to indicate the Warranty category of the request
  • Category Technical: Used to indicate the Technical category of the request
  • VIN: Field linked to the Jira customer portal forms to document the VIN, can be searched through in Jira
    • Part number: Field linked to the Jira customer portal forms to document the Part number, can be searched through in Jira
  • Status: Workflow status
  • Resolution: Resolution can be set when a issue will be closed.

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  • Yamaha Team(s): This field is available for all issuetypes and it is optionally.  This field determines on which board a ticket is visible. You have the following options to choose for this field:
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  • Target start: Planned start date when the team will start working on the issue. Used in Advanced Roadmap Plans.
  • Target end: Planned end date when the team will complete the work on the issue. Used in Advanced Roadmap Plans.
  • 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.

LOG Workflows

LOG project contains three active workflows that is used by all teams YME Logistics and has been activated for Incident and Service Request.

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for the

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issuetypes Epic, Task, Story and

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Sub-task.

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Workflow and status for the

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Epic

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Statuses

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  1. To do: work has not started (work can always move back to this status);
  2. In progress: a developer builds & unit tests their own work to meet acceptance criteria (work can always move back to this status);
  3. Refinement: this status is used when the work is not clear what it should be delivered;
  4. On Hold: status used if a work is set on hold;
  5. Done: this field is required and the only option is Done;
  6. Canceled: No further work will be done on this issue, it is not required anymore or has become obsolete (a pop-up will allow filling the mandatory field Resolution, only option is Canceled).

Workflow and status for the Task, Story and Bug

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  1. Backlog: when work is created, it will come to this status first. From this status you can move the work to the another statuses. 
  2. To do: work has not started (work can always move back to this status);
  3. In progress: a developer builds & unit tests their own work to meet acceptance criteria (work can always move back to this status);
  4. Review: a peer reviews any code & functionality;
  5. Done: this field is required and the only option is Done;
  6. Canceled: No further work will be done on this issue, it is not required anymore or has become obsolete (a pop-up will allow filling the mandatory field Resolution, only option is canceled).

Workflow and status for the Sub-task

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  1. Backlog: when work is created, it will come to this status first. From this status you can move the work to the another statuses. 
  2. To do: work has not started (work can always move back to this status);
  3. In progress: a developer builds & unit tests their own work to meet acceptance criteria (work can always move back to this status);
  4. Review: a peer reviews any code & functionality;
  5. Done: this field is required and the only option is Done;
  6. Canceled: No further work will be done on this issue, it is not required anymore or has become obsolete (a pop-up will allow filling the mandatory field Resolution, only option is canceled).

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Ticket assignment

How to add or change a assignee

From all statuses  the Assignee field can be used directly in the ticket to re-assign a ticket to yourself or a colleague.
When a ticket is set to status In Progress, de current user is automatically assigned.When a ticket is transferred back from status 'In Progress' to 'Awaiting Assignment' the current assignee is automatically removed.


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

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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.
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How to remove a assignee

  1. Click on the assignee field
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  2. Remove the name and click Image Removed  image2022-10-28_15-35-2.pngImage Addedto confirm
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How to assign an ticket to different department/team

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

Comments

How to add a comment

Use the comment screen at the bottom of the ticket.

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

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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.
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How to use @mention

By using @mentions, you can quickly direct conversation in comments to get needed feedback and keep you moving forward.
That way the issue always stays assigned to you and on your radar.

The following users can being mentioned in Jira:

  • Reporter
  • Commenter 
  • Asignee
  • Licensed users: YMEUACJiraServiceDeskUsers / YMEUACJiraYMEPAServicedeskUsers/YMEUACJiraYMESWServicedeskUsers (Jira Servicedesk)  YMEUACJiraUsers (Jira Software)

Participants of a ticket which are only Jira Servicedesk portal customers cannot being mentioned, unless they have left a comment in the ticket, then they will  become a commenter on the ticket.

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Project shortcuts

The following links are available in SW Jira-Project when opening a ticket at the left panel:

  1. Jira training for Service and Warranty 
  2. YME Service and Warranty customer support portal
  3. YME Service and Warranty customer support portal Guide
  4. YME Service User manuals (in User Manuals (Public) Space

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Service & Warranty Dashboards

The following Dashboards are used by Service & Warranty: 

Service & Warranty Management Dashboard

Dashboard per team

Dashboard overview

Filter 1 = Team (Yamaha Team) specific New incoming tickets 
               Can be all statuses as for the team, it will be a new ticket.

Filter 2 = Team (Yamaha Team) specific , tickets on any (a) Waiting status

Filter 3 = Team (Yamaha Team) specific, open and assignee empty

Filter 4 = Team (Yamaha Team) specific, all open

Filter 5 = Team (Yamaha Team) specific all closed

Filter 6 - 9 = Results based upon user login

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  1. Confluence - YME Logistics

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YME Logistics Boards

Instructions how to access  boards can be found under Jira Training Basics - Boards
The following boards are used by YME LOG:


Program, Roadmap/Plans

Program

Roadmap/Plans

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If you click on any of the ticket Issue-key’s or Summary you Open the ticket directly.

Tip: Have your Dashboard always open in one tab and open tickets in a new tab.

Opening tickets in a new tab: Right mouse click – Select open link in new tab to open a ticket or Left mouse click +CTRL button.

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Add-ons used by Service and Warranty