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Documenting work with a vendor

Use one of the following procedures to track investigations that require vendor support, and to indicate when you assign an investigation to a vendor.

Note

If you assign an investigation to a vendor, you must communicate with the vendor as appropriate. Problem Management does not notify the vendor.

To document work with a vendor (Best Practice view)

  1. Open the relevant problem investigation as described in Viewing problem investigations.
  2. In the Vendorfield, indicate the vendor's name.
    • If the vendor is already defined, select the vendor.
    • If the vendor is not listed on the menu, type the vendor's name.
  3. If available, enter the Vendor Ticket Number.
    The Vendor Ticket Number is a tracking number issued by the vendor's tracking system for the problem investigation that you are assigning to that vendor.
  4. Click Save.

To document work with a vendor (Classic view)

  1. Open the relevant problem investigation as described in Viewing problem investigations.
  2. Click the Assignment tab.
  3. For Assign to Vendor, select Yes.
  4. Click the Vendor tab.
  5. Complete the Vendor Information tab, as appropriate.
    • If the vendor is already defined, you can select the vendor.
    • If the vendor is not listed on the menus, you can type the vendor contact information.

      The Internet Email field is only informational. From this field, you can see who is currently working on the problem investigation and how to contact the vendor for an update.

  6. Indicate the date that you assigned the investigation to the vendor.
  7. Click Save.

Related topics

Configuring vendor companies – for instructions about how to create a vendor company

Configuring access to the vendor company – for instructions about providing access to the vendor compmany

Creating support groups (custom configuration) – for instructions about creating a support group for a vendor company

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Comments

  1. Benoit Mcnicoll

    How about you add a link to how to create a vendor?

    Nov 14, 2013 09:52
    1. Bruce Cane

      Hi Benoit,

      Check the new Related topics heading, I added a couple of links related to creating and configuring vendor companies. Is this what you had in mind? Let me know if you think something else should be added.

      Nov 14, 2013 11:14
  2. Benoit Mcnicoll

    I don't think this is correct.  The vendor referred in this page is the vendor support group that you define here: Creating support groups (custom configuration)

     

    Nov 14, 2013 12:14
    1. Bruce Cane

      Thanks for the clarification Benoit. I think the first two links are still related, but so is the one that you suggested, so I added it to the list.

      Nov 14, 2013 12:47
  3. Benoit Mcnicoll

    Sounds good!

    Nov 14, 2013 12:51