Table of contents

Introduction

This guide is for Yamaha Motor Europe N.V. Sucursal en España .  It includes a instruction how to submit a request (form) for YMES.

Login into the Yamaha Support Portal is required for submitting our request.  Login instructions can be found in the Yamaha Support Portal Guide.
Need a new account? Let your colleague raise a request via the YMES Support Portal - Request a new account Form. 

The YMES Customer Support Portal can be accessed via the YMEU Yamaha Support portal, or via a direct link to the request form(s).
Login via the YMEU Yamaha Support portal and click on the YMES Support Portal  

 YMES Support Portal
Click on the relevant department and then on the customer type to open the request form.

Request form(s)

Per department different request forms are available.
An explanation of the fields for all request forms can be found below the screenshots. 

*  = Required field, need to be filled for completing the form.

1. Raise a request on behalf of *
   By default your own name/email address is set, meaning you will be the reporter of the ticket.
   If you want to raise a ticket on behalf of a colleague please change the requester by using the arrow and start typing the name of your colleague and select your colleagues name/ email address.
   
   
   

2. Summary *
   Add a summarized title for your request in this field.
   
   
   

3. Dealer
   Enter the dealer number where this request is about.
   
   
   

4. Description
   Add your request in the Description field 

   
   
   

5. Attachment
   Add a attachment by simply drag and drop, copy/paste a file or screenshot into the ticket form or use the browse functionality to select a file on your computer.

   
   
   

6. Requested Participants
   Use the Search bar to add participants/ stakeholders.
   Participants of a ticket will receive the same notifications as the reporter and can turn off notifications at any time in their own portal settings.
   

   

   
   

7. Create / Cancel
   After filling in the form use the    or   button
   To submit your request select the Create button
   To cancel your request select the Cancel button, the form will not be saved.
   
   

8. After Pressing the Create  button. The ticket will be created and a screen will pop up with all summarized details of your ticket.
   
   
   
9. An e-mail will be send to the reporter and requested participants for the ticket as confirmation and future communication.
   
   
   

Service request approval

You may be asked to approve a service request if you've been assigned the role of "approver". When this happens, you'll receive an email notifying you that your approval is required.

How to approve and decline from the customer portal

1. Navigate to the service desk customer portal by either selecting the link in your email, or entering the URL.
2. View the approval request and review the supporting information.
3. Leave a comment by selecting Add below the comment field.
   Depending on the settings in the project’s workflow, your comment may or may not be required. Even if it’s not required, it helps to let the customer know why you responded the way you did, especially if you’re declining the request.
4. Select Approve or Decline. If a comment is required, you will need to provide a comment in the Approve this request or Decline this request dialogs.
   Note that even if you’ve already added a comment to the request, you'll still need to enter a comment to proceed.
5. The customer will receive a notification of the selected action you have taken.

1. Approvals section, which lists the appointed approvers for the request. This section only appears when there are pending approvals for the request. 
2. When a request is approved, the Approvals section disappears, and details about the approval will be added to the Activity section.
   For example, Your request was APPROVED and the status changed to Waiting for support.

How to approve and decline from email

1. View the approval request and decide what action you'd like to take.
2. Select either the Approve or Decline button within the email. If you aren't logged into the customer portal, you will be prompted to do so. You'll then see:
   1. If you hit Approve, a confirmation screen.
   2. If you hit Decline, a screen prompting you to leave a comment and confirm your decision. Depending on the settings in the project’s workflow, your comment may or may not be required.
      Even if it’s not required, it helps to let the customer know why you’re declining the request.
3. The customer will receive a notification of the selected action you have taken.

1. Approval buttons, that let the approver action requests from within their email.
2. Request details, that show the full details of a request (including request type, summary, creation date, and the same fields chosen in the request type settings).