This documentation applies to the 8.1 version of Service Desk, which is in "End of Version Support." You will not be able to leave comments.

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.

This topic contains information about the following types of assignment or reassignment:

To assign or reassign an incident to an internal vendor (Best Practice view)

  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 Numberfield.

    Note

    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 (Best Practice view)

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

To assign or reassign an incident to a vendor (Classic view)

  1. Open the incident request record.
  2. Click the Vendor tab.
  3. To assign the incident to a vendor support group, select the vendor company, organization, and group.
    If the person indicated in the Vendor Contactfield is registered in the People form with a valid email address, Incident Management sends an email notification to that person.

    Note

    If the Vendor Contact field is empty, email notification goes to the Vendor Support Group group email address. If no group email address is configured for the Vendor Group, notifications are sent to the individual email addresses of the Vendor Group members.

  4. If you selected the vendor from the menus, you can press Enter in either of the vendor name fields to select the vendor contact. If the vendor is not listed, you can type the vendor contact information.
    Enter any other information that you are tracking, such as the vendor ticket number.
  5. Click Save.

The Vendor Assignment Status field is set to Assigned. The Reported to Vendor Date is set to the current date and time, if you did not specify otherwise.

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

Comments