This documentation supports the 18.08 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Assigning or reassigning an incident request to a vendor

If you need third-party vendor support to resolve an incident, use the vendor-related fields on the Incident form to track the assignment.

To assign or reassign an incident to an internal vendor

  1. Open the incident request record.
  2. From the Vendor Group menu, select the vendor.
  3. If the vendor's ticket number is available, type it in the Vendor Ticket Number field.
    If the Vendor Group has a group email address assigned to it, the notification goes to the group email address. If no group email address is configured for the Vendor Group, then notifications are sent to the individual email addresses of the Vendor Group members.

  4. Click Save.

To assign or reassign an incident to an external vendor

To send an external vendor an email notification, use the Email function from the Functions area in the Navigation pane.

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