Service providers
Seamless
June 27th, 2009
We need to notify a service provider of a new incident e.g when something they manage has failed. After we notify them there will be correspondence backwards and forwards with their ticket number.
Is it best to create the service provider as: a contact; a worker; or just as an additional e-mail in the Notify rule? A simple answer is Contact, but if they are a worker then we can manage the incidents assigned to them [but they will never log on as a worker]. Or maybe we just add it as a Category?
Also, how do we track their ticket number against ours. When they reply it will be with their ticket number. How do we match them up?
Any ideas very welcome, thanks
Filed under: Helpdesk Solution, Endpoint Management and Virtualization
Is it best to create the
Is it best to create the service provider as: a contact; a worker; or just as an additional e-mail in the Notify rule?
If they wont be accessing the helpdesk than I would recommend creating a new contact.
A simple answer is Contact, but if they are a worker then we can manage the incidents assigned to them [but they will never log on as a worker]. Or maybe we just add it as a Category?
If you would like to manage their incidents without adding them as a worker, you can create a queue that the incidents are routed to.
Also, how do we track their ticket number against ours. When they reply it will be with their ticket number. How do we match them up?
This is always a tricky situation that usually requires manual work. The easiest way is to have the agent whose working with your service provider to add their incident number in a comment on your incident. Depending on what you need to do with their incident numbers this might the most efficient way without spending alot of time working on a solution.
There is also always the
There is also always the External ID field that you can use to match up ticket numbers. That's kinda what I always thought it was for.
- Matt
Thanks, some good ideas. What
Thanks, some good ideas.
What I have found so far is that if I create the third party as a queue or a worker, I can do a notify rule that notifies the worker when a new incident hits their queue. I don't see a way to do that with a contact.
As far as the incident number is concerned, other helpdesks prefix their number with their initials e.g [IBM #12345]. I guess that means they can parse the title for an incident number beginning with their initials, to exclude other numbers added by other parties. Is there a way in Helpdesk Solution to say what is matched up?
I'd also like to notify a customer when an incident hits a queue of a worker. i.e an automated incident affecting their service. Logically I think the customer would be a Contact (as if they had called in and reported the fault). But I don't see a way in the Incident Rules to set the contact. Strange. Is there a way to do that? So that if the device is x the contact is set to y.
Thanks
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