How to place a ticket?

  • Updated

 

How to place a ticket for Packaging.

Please note that the ticket system is a standalone system, and a new account can be created for the e-mail you use. It is also possible to create a ticket without an account.

Important! Packaging Master Data handles global questions

 

1. Click Submit a request

 

2. Select the Volvo support function Packaging.

 

3. Select Type of support*

4. Fill out the mandatory fields marked with an asterisk (*).

5. Add attachments and CC to your ticket as needed.

6. Click Submit to finalize your request.

7. Once your ticket has been created, you will receive a pop-up notification at the top right.

 

Type of support

Packaging Orders

In this section you can place a ticket for issues or support connected to the distribution and planning of empty packaging which relates to either the terminal --> supplier flow or terminal --> terminal flow.

 

Select what type of order you need support with.

 

Distribution:

Distribution option is for packaging flows from Volvo packaging terminals to material suppliers as well as deviation handling for such flows, for instance returns.

 

Select “Who Am I”

 

Carrier

This category refers to carriers performing transport of empty packaging.

 

Select: The receiving country 

Fill in: Carrier name

Select: Level of Urgency

  • Normal
  • High

 

 

Material Supplier

This category refers to suppliers which use empty Volvo packaging for deliveries to Volvo receivers. 

 

First select a: Material Type

 

If you are unsure whether the question concerns standard or special packaging, it is most likely standard packaging. For more information, see article here: What is Standard and Special Packaging?

 

 

Select:

  • Unable to order
  • Delivery ETA
  • Other

 

Unable to Order

This type of support refers to ordering issues related to supplier being either blocked, having overstock, specific material type does not exist in their request list or specific delivery dates are blocked in LES Portal.

 

Select the reason you are blocked:

  • Dates are blocked in LES Portal
  • Blocked
  • Overstock
  • Material type not in request list

 

Dates are blocked in the Les Portal

If you see the message “01.01.2025: Blocked for Delivery”

Then there is no delivery for that week. Check if there is any information on the Supplier Portal.

If you need more information, you can place a ticket this way.

 

Blocked

If you try and place an order in LES Portal and see the message “Storage Location Blocked” you are blocked from ordering due to different reasons like:

  • Not performing mandatory inventory
  • Unpaid invoices
  • No response regarding change of company information

 

Overstock

If you try and place an order in LES Portal and see the message “Overstock” you are blocked from ordering that specific material type due to overstock.

 

Material type not in request list

If you can't find the packaging type you want to order in the request list when creating a packaging request, that type is not yet approved for usage on your site. Please contact the packaging engineer at the receiving plant.

 

Delivery ETA

Support category for estimated time of arrival request regarding delivery of empty packaging.

 

Other

If the previous “Type of support” categories does not reflect the issue, then the option “Other” is to be used to enable submitting a ticket towards the packaging operation team.

 

 

 

Procurement

Procurement is of new packaging to be sent to packaging terminals. This option should not be used by material suppliers*

 

Select: Material type

 

If you are unsure whether the question concerns standard or special packaging, it is most likely standard packaging. For more information, see article here: What is Standard and Special Packaging?

 

 

 

Other

If the previous "Type of order" options does not match your order type then please use this option. 

 

Choose between standard and special packaging.

If you are unsure whether the question concerns standard or special packaging, it is most likely standard packaging. For more information, see article here: What is Standard and Special Packaging?

 

Special

This option is also made for contacting special packaging planners (SPP). Please submit your request like the picture below.

 

 

 

 

 

Terminal Operations

In this section you can place a ticket for any issues you have related to packaging terminals and depots. 

Select what kind of support you need.

 

Change request

 

 

Handling and storage

This option is intended to be for Quality related issues and will be routed through to the Inspector team.

Any issues relating to the Packaging Operation’s dept should be routed through the "other" option.

 

Repair

This option is intended to be for Quality related issues and will be routed through to the Inspector team.

Any issues relating to the Packaging Operation’s dept should be routed through the "other" option.

 

Scrap

Scrap requests should be submitted to either the Packaging Operation department or the Packaging Quality department depending on the type of scrap support.

Select responsible department:

  • Packaging Operations
  • Packaging Quality

 

Sorting / Resorting

This option is intended to be for Quality related issues and will be routed through to the Inspector team. 

 

Terminal Deviation

This support category is intended for terminal deviation-related issues. It should be used specifically by packaging terminals and depots to report and manage deviations occurring at terminals.

Washing

This option is intended to be for Quality related issues and will be routed through to the Inspector team.

Any issues relating to distribution / shipments of washed or to be washed packaging should be routed through the "other" option.

Other

If none of the precious support categories reflect the requesters issue this category can be used to contact either the Packaging Operation department or the Packaging Quality department.

Select responsible department:

  • Packaging Operations
  • Packaging Quality

 

Packaging Quality

To get in contact with the packaging inspectors regarding quality issues not listed in other categories.

Packaging Operation

Support regarding planning or distribution of empty packaging is handled by the Packaging Operation team and should be submitted to the Packaging Operation department.

Select material type:

  • Standard
  • Special

If you are unsure whether the question concerns standard or special packaging, it is most likely standard packaging. For more information, see article here: What is Standard and Special Packaging?

 

 

 

 

Incorrect delivery note

Here you place a ticket if you have created an incorrect delivery note in LES or if you have received an order with incorrect packaging or incorrect quantities.

You select “Who am I” *

  • Carrier
  • Other (Material supplier, Volvo entity, etc)

 

Other

Select if the delivery note concerns filled or empty packaging. (Is the packaging filled with parts?)

 

Fill in the:

  • Delivery note number (8XXXXXXXX)
  • Storage Location number (SLOC) and a
  • Subject

Note that you need to create one ticket per incorrect delivery note.

 

 

 

 

 

Stock balance/ Inventory

In this section you can place a ticket for any stock balance or inventory topics you have.

This is for all packaging users.

  • Carrier (Transporting the empty packaging)
  • Material supplier
  • Service Market (SML)
  • Terminal
  • Other (all within AB Volvo)

 

Select Type of support

 

Incorrect stock

This type of support is meant for topics related to for example:

  • Negative stock
  • Wrong system stock on LES account compared to reality.

Before placing a ticket in this category, please conduct your own root-cause investigation to try and find the reason for why you have an incorrect stock.

 

 

Inventory request

This type of support is meant for requests to perform an inventory outside the yearly planned inventories.

Note that there will be a requirement to analyze and explain any kind of discrepancies. So if you know that there will be discrepancies, please find and communicate the root-cause before requesting an inventory.

 

 

Inventory Result

This type of support is meant for support connected to your inventory results.

And if you have made an inventory count and want to report the results. Remember to attach the results as an excel file. (Note that this is not an option for reporting results from the mandatory inventory for material suppliers).

 

 

 

 

Invoice

In this section you can place a ticket for these kinds of invoice questions related to Packaging.

  • Customs Invoices
  • Extra cost
  • Interest invoices
  • Overstock fee
  • Replacement fee
  • Usage fee (Transaction)
  • Resorting
  • Purchase Order questions

 

Customs:

The “Customs” support category should be used by either suppliers in Serbia which require customs document provided by the Packaging Operation department or carriers delivering to suppliers in Turkey who need customs documents.

 

Extra Cost:

This category is intended for carriers who require invoice references for transport which have resulted in additional costs, such as waiting time, returns, etc.

Select transport mode:

Deepsea:

This extra cost transport mode covers additional costs related to overseas transport. It applies exclusively to deep-sea transport costs for shipments from Europe to other continents, where the Packaging Operation department is responsible.

Select type of cost:

  • Container rent and storage
  • Customs Check
  • Waiting time sender
  • Waiting time receiver
  • Other

 

Select transport flow:

  • Import to Sweden
  • Import to other countries
  • Export form Sweden
  • Export from other countries

 

For Container rent and storage also select cost specification:

  • Port storage at origin CY
  • Container rent at origin side
  • Port storage at destination CY
  • Container rent at destination side

 

 

Road

This extra cost transport mode covers additional costs related to road transport within Europe. It is intended for extra costs incurred for shipments within Europe, where the Packaging Operation department is responsible.

Select type of cost:

If no suitable type of cost is stated, select “other”, e.g. invoice request regarding return orders.

  • Booking deviation
  • Customs check
  • External storage
  • Waiting time sender
  • Waiting time receiver
  • Waste journey
  • Other

 

Select Transport flow:

  • Delivery to supplier
  • Delivery to terminal

 

Select Contract segment:

  • FTL (Full Truckload)
  • LTL (Less than Truckload)

Select receiving country and currency and add ship from (terminal)

 

For Booking deviation, customs check, external storage, wasted journey and other, please add ticketing ID from when the extra cost was confirmed. To enable access to the extra cost confirmation for agents.

For Wasted Journet also select reason code:

  • Cancelled by supplier
  • Cancelled Volvo
  • Nothing to collect

 

 

 

Interest:

Interest invoice is received due to late payments of Packaging invoices. If you dispute this invoice you need to raise a ticket like below.

Note that you need to place one ticket per invoice.

 

 

Overstock / Replacement & Transaction

Raise a ticket here if you need to update any company details or if you want to dispute an invoice.

 

Types of company details that can be corrected:

  • Company name
  • Invoice address
  • Invoice reference
  • Purchase Order number
  • Wrong VAT

 

 

Resorting

Resorting invoices are raised when packaging released to the terminal is not of sufficient standard to be re-distributed, and has to undergo quality checks and / or re bundling.

A screenshot of a form

Description automatically generated

 

 

Purchase Order question

Raise a ticket when you have a Purchase Order question.

A screenshot of a computer

Description automatically generated

 

 

 

 

 

LES Web Portal

Here you can request access to the LES Web Portal or if you wish to have a training in how to use the LES Web Portal. LES Web Portal access

 

Access request

You select if you are Internal employee or External (non-Volvo).

 

Internal

 

External

 

Training

Select Who Am I. Storage Location (SLOC) number is also required.

 

 

 

 

 

 

Change of company information

In this section you can place a ticket if there are any changes at your company, such as:

  • Company name
  • Headquarter address
  • VAT number
  • Invoice address
  • Envelope address
  • Delivery address for empty packaging
  • Contact person

Fill in the needed information.

 

 

 

 

 

Return of empty packaging

This type of support should be used for issues, support or cases related to the returns of empty packaging to our packaging terminals.

 

Firstly select “Who Am I”

 

Carrier:

Select Consignor country

 

Material Supplier:

 

Non- regular

You haven’t returned empty packaging before, or you don’t return packaging on regular basis.

 

Regular

You release packaging on a regular basis. You know how to sort and bundle the packaging. Here you can place a ticket if you need the following:

  • Ordering of labels
  • Resorting reports
  • Need of training
  • Other questions

 

 

Service Market:

This category is mainly for requesters connected to one of the below:

  • Carrier managing the return flow of packaging from dealers.
  • Business Area responsible for managing dealers.
  • SDC or CDC.

Example topics that are handled via this category are listed below:

Non- regular

  • Returns of empty V-EMB from dealers
  • Returns of empty V-EMB from SDC
  • General LES or delivery note questions connected to a return of empties

 

Regular

You release packaging on a regular basis. You know how to sort and bundle the packaging. Here you can place a ticket if you need the following:

  • Ordering of labels
  • Resorting reports
  • Need of training
  • Other questions

 

Other

This category is for requesters that do not identify with any of the previously described “Who am I” categories. For example, Volvo AB employees.

 

Select Consignor country & enter SLOC number.

 

 

 

 

Request flow non-Volvo

If you are missing a non-Volvo receiver in the LES Web Portal drop-down list, you need to place a ticket here.

You will receive a form to fill in with information about the flow. After this you will receive information if the flow has been approved or not.

Note that it is not allowed to use V-EMB to a non-approved receiver.

 

 

 

 

 

Master Data (Volvo Internal)

In the section Master Data, Volvo Internal users can place tickets for these kinds of requests.

  • Close Storage Locations
  • Dealer address changes
  • Delegated access
  • Invoices settings
  • Packaging Contact
  • Packaging deletion flag
  • Packaging flow change
  • Packaging material
  • Parma duplicate
  • Other

Close Storage Locations

Request to close a Storage location.

Dealer address change

Request to change the address for a dealer account in Y901 (SML)

Delegated access

Request to have delegated access to a specific Sloc. Mostly used for Y901 (SML)

Invoice settings

Request to changes to invoice settings for a SLOC such as:

  • Email for receiving electronic invoices
  • Electronic invoice settings
  • Overstock settings
  • Invoice reference

Packaging Contact

Request to update/ change the packaging contact for a storage location.

Packaging deletion flag

Request to add/remove deletion flag for a specific material for a specific storage location.

Packaging flow change

Request to add/remove or update a flow for a storage location (REQU; RETU, USAG, MOVE, REPO, REPL or TRAN)

Packaging Material

Request to add/ extend packaging to a Plant or a terminal.

 

 

NII (Volvo Internal & External)

In this section Volvo internal employees can request access to the Nii tool, or if there is a specific question for an ongoing Nii case or the process itself.

External parties can also submit questions regarding Nii cases or the Nii case process.

 

 

Quality issues

Here you can place a ticket for anything related to quality. If you need information about damaged packaging etc.

  • Quality Issues
  • Quality Information

 

Quality Issues:

  • Quality deviation

    • Damaged packaging
    • Dirty packaging
    • ISMP 15 issue
    • Labeling issue
    • Moldy packaging
    • Packaging failure
    • Wet packaging
    • Other
  • Quantity deviation

    • Incorrect bundle content
    • Incorrect bundle quantity
    • Other

 

Quality Information:

  • Customs
  • Handling & sorting
  • International standards
  • ISPM 15
  • Maintenance instructions
  • Packaging instructions
  • Sorting instructions
  • Technical information
  • User guide
  • Other

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