Use vendor ticketing

Vendor ticketing enables vendor performance to integrate with contract and service offering SLAs by adding functionality to the Incident [incident] table that starts a service offering SLA from a specific incident state.

Vendor ticketing enables vendor performance to integrate with contract and service offering SLAs by adding functionality to the Incident [incident] table that starts a service offering SLA from a specific incident state. Fields record the date and time of specific vendor events in the life of an incident and appear as options for starting an SLA. When you create an incident that requires vendor interaction, the system can start an SLA when the incident is opened, closed, or resolved. The SLA stages example uses demonstration data included with vendor ticketing to illustrate how you can start or stop SLAs while waiting for vendor input for an incident.

Vendor ticketing adds a module called Vendor Credit that allows an organization to track credit owed by a vendor from breached business service contracts.