Adding Vendor Information to Incidents: links
← Older revision
Revision as of 23:01, 17 October 2013
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# If the incident cannot be resolved until the vendor takes some action, select '''Awaiting Vendor''' in the '''State''' field.
# If the incident cannot be resolved until the vendor takes some action, select '''Awaiting Vendor''' in the '''State''' field.
#:This state pauses any SLAs affected by this incident that have '''Awaiting Vendor''' defined as a [[#Configuring SLAs for Vendor Ticketing|pause condition]], ensuring that vendor delays do not impact SLA performance. When you select a state of '''Awaiting Vendor''', the following fields appear:
#:This state pauses any SLAs affected by this incident that have '''Awaiting Vendor''' defined as a [[#Configuring SLAs for Vendor Ticketing|pause condition]], ensuring that vendor delays do not impact SLA performance. When you select a state of '''Awaiting Vendor''', the following fields appear:
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#* '''Vendor''': [Required] Select the vendor associated with the incident. The system automatically populates this field when the incident is associated with a configuration item
[[Organization_Management#Vendor_and_Manufacturer|
manufactured
]]
by a company that is also a vendor.
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#* '''Vendor''': [Required] Select the vendor associated with the incident. The system automatically populates this field when the incident is associated with a configuration item manufactured by a company that is also a vendor.
#* '''Vendor ticket''': [Required] Enter a case or incident number provided by the vendor. This is the vendor's identification number for the issue and is not used for ServiceNow processing.
#* '''Vendor ticket''': [Required] Enter a case or incident number provided by the vendor. This is the vendor's identification number for the issue and is not used for ServiceNow processing.
#* '''Vendor point of contact''': Enter contact information for the vendor. This might include the name of a customer service representative, a phone number, email address, or other helpful information.
#* '''Vendor point of contact''': Enter contact information for the vendor. This might include the name of a customer service representative, a phone number, email address, or other helpful information.
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#:'''Note:
''
' ''These fields are also available in the Mobile view of the Incident form
''
.
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#:'''Note:''' These fields are also available in the Mobile view of the Incident form.
#Add a comment or work note to provide additional information.
#Add a comment or work note to provide additional information.
#Save the record.
#Save the record.
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== Viewing Incidents from Vendor Records ==
== Viewing Incidents from Vendor Records ==
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Vendor ticketing adds the '''Incidents''' related list to the Vendor view of the Company form, showing all incidents related to that vendor.
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Vendor ticketing adds the '''Incidents''' related list to the
[[Using Vendor Performance#Vendors|
Vendor view
]]
of the Company form, showing all incidents related to that vendor.
#Navigate to '''Vendor Performance > Vendors > Vendors'''.
#Navigate to '''Vendor Performance > Vendors > Vendors'''.
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#:<br />
#:<br />
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{{Note| The related list is visible only if there is at least one incident associated to the vendor you are viewing
. For more information about the Vendor view of the Company form, see [[Using_Vendor_Performance#Creating_a_New_Vendor|Creating a New Vendor]]
.}}
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{{Note| The related list is visible only if there is at least one incident associated to the vendor you are viewing.}}
= SLA Stages Example =
= SLA Stages Example =