Overview

Within Vivantio it is possible to log that a Ticket has been allocated to an external supplier to perform some action. This method of work allocation is separate from the process of internally assigning tickets to users.


Typically the 3rd party will simply be notified that a Ticket has been logged with them but they will not be able to see any more detail about the Ticket other than what was included in the notification email.


The 3rd parties that any Ticket type can be logged with must be defined in the admin area ahead of initiating the 3rd party logging process. The processes of logging to a 3rd party can only be done if the Ticket is not already logged with a 3rd party.


To set up the feature of logging Tickets to 3rd parties then the 3rd party names, their email address and any other notes (typically their contact details) should be defined during the implementation process.


There are two locations to log a Third Party, one is within the New Ticket Template, the Third Party details, such as notes and email address are visible here to log the reference at time of ticket creation. However, if email communication to the Third Party and Customer is required, log the Ticket with the Third Party in the Ticket Details screen, the Third Party Log button is contained within the Actions button in the menu bar at the top of the screen. This action will place the SLA timer on hold.


When the ticket has been completed by the Third Party, the Third Party Comp button is located in the More button to close the Ticket from the Third Party and in effect place the timer back on again. Please see the Templates button of the Ticket System area to identify the email templates available for the Customer and Third Party.


An alternative approach to managing work that is to be completed by external suppliers is to have those external suppliers log into the main application and control what they can access and which processes they can perform through roles and permissions.

Guidance

Navigate to Setup > Global Settings > Third Parties 

To Add a Third Party

Click Add

Enter the name and email address of the Third Party and add relevant notes and click Save

To Edit a Third Party

Highlight the 3rd Party you wish to edit and click Edit

Make your changes and click Save

To Delete a Third Party

Select the Third Party you wish to Delete and click Delete

You will be presented with a pop-up message to ensure you want to delete the selected Third Party

Configuring Third Parties to be used in a Ticket

Navigate to the system area where you wish to use the Third Party and navigate to

Templates > External Email > Add > Message Content – compose the email

In the Basic Details tab you can add email addresses of where you wish the email to be sent etc

In the Attachments tab you can add any attachment that you always want to send with the template

The Action Types tab will allow you to select which processes you would like to be able to use this Email Template

Logging a Ticket with a Third Party

You will have access to log a ticket with Third Parties when you have Third Parties configured in the Global Settings Admin Area:

There are two locations to log a Third Party, one is within the New Ticket Template, the Third Party details, such as notes and email address are visible here to log the reference at time of ticket creation:

However, if email communication to the Third Party and Customer is required, log the Ticket with the Third Party in the Ticket Details screen, the Third Party Log button is contained within the Actions button in the menu bar at the top of the screen. This action will place the SLA timer on hold.

Reviewed: 08 March 2023