This documentation supports the 9.1 version of Service Desk.

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

Documenting work with a vendor

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

  1. Open the relevant problem investigation as described in Viewing problem investigations.
  2. In the Vendor field, 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.

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 company

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

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