This is how we have it setup. -Vendors
- Vendors are staff members. This is so its easier to assign requests. Job status is set to waiting for vendor.
- External requests are set as job type repair/service, normally jobs are classified as incidents. This is do we don't get emails bugging us that the job is not completed within client chosen SLA. We advise internal clients that once it goes outside our organisation its an SLA exception.
- We have a priority manager schedule that runs every few minutes and assign's vendor tickets back to service desk. This prevents clients replying to the job and going "Whinge, this is taking too long" than having that message sent to the vendor.
- We than add the vendor name in a custom field description
- Add the vendor reference to a custom field "VendorRef"
- Create a saved search "Random Vendor" - all jobs open that looks for the vendor name in the custom field description.
For other jobs send to suppliers IE. purchase requests
- The clients are staff members only
- Requests are assigned to a supplier and left there
- If after 14 days the job is open and we haven't been advised of a stock shortage it will send an email to the supplier asking for delivery ETA. If they have advised us of a delay we place the job status as on hold and no furthur emails will be received by the vendor.
- Once the equipment arrives we add a note to the request saying the equipment was received and change the status to waiting for invoice. A priority Manager schedule with than run saying equipment arrived please send invoice. And it will keep asking for the invoice every 7 days until we receive it and close the request indicating the bill has been paid.