Installed with Vendor Ticketing

What components are installed with Vendor Ticketing.

The following components are installed with Vendor Ticketing.

Demo data is available with Vendor Ticketing.

Tables

Vendor Ticketing adds the following table.

Table 1. Vendor Ticketing tables
Table Description
Vendor Credit [vndr_credit] Stores vendor credit records for vendors that breach SLAs.

Plugins

Vendor Ticketing activates the following plugins, if they are not already active.

Table 2. Vendor Ticketing plugins
Plugin name Plugin ID Description
Portfolio Management com.snc.service_portfolio Allows an organization to document the business services it provides using a standardized, structured format. Performance against availability commitments is calculated and can be displayed in a homepage.
Service Portfolio Management - SLA Commitments com.snc.service_portfolio.sla Adds SLA Commitment support to Service Portfolio Management.
Task-Outage Relationship com.snc.task_outage Allows users to create an outage from an incident or problem. Incidents and problems have a many-to-many relationship with outages.
Vendor Performance com.snc.vendor_performance Provides the core vendor performance functionality with which vendor ticketing processes integrate.

UI policies

Vendor Ticketing adds the following UI policy.

Table 3. Vendor Ticketing UI policies
Name Table Description
Show and hide vendor fields Incident [incident] Enforces the following policies when the incident state is Awaiting Vendor or the Vendor field is not empty:
  • Shows these fields: Vendor, Vendor closed, Vendor open, Vendor point of contact, Vendor resolved, and Vendor ticket.
  • Makes these fields mandatory: Vendor and Vendor ticket.

Script includes

Vendor Ticketing adds the following script includes.

Table 4. Vendor Ticketing script includes
Name Description
VendorCreditUtilsAJAX Retrieves breach penalty amount and time.
VendorTicketUtil Retrieves service portfolio records.

Client scripts

Vendor Ticketing adds the following client scripts.

Table 5. Vendor Ticketing client scripts
Name Table Description
Clear related vendor fields on change Vendor Credit [vndr_credit] Resets all vendor specific fields, such as Service commitment and Service offering, to blank whenever the Vendor field on the Vendor Credit [vndr_credit] table changes.
Clear relevant fields on offering change Vendor Credit [vndr_credit] Resets all service offering related fields, such as Service availability and Related outage, whenever the Service offering field on the Vendor Credit [vndr_credit] table changes.
Populate availability related fields Vendor Credit [vndr_credit] Populates Vendor, Service offering, and Service commitment fields, whenever the Service availability field on the Vendor Credit [vndr_credit] table changes (if available).
Populate contract field Vendor Credit [vndr_credit] Populates Vendor and Contract fields whenever the Service offering field changes on the Vendor Credit [vndr_credit] table.
Populate incident related fields Vendor Credit [vndr_credit] Resets all fields to blank and tries to fetch the new values whenever the Related incident field changes on the Vendor Credit [vndr_credit] table.
Populate outage related fields Vendor Credit [vndr_credit] Tries to fetch the new values for the Vendor, Related incident, and Service offering fields whenever the Related outage field changes on the Vendor Credit [vndr_credit] table.
Populate Penalty Fields Vendor Credit [vndr_credit] Tries to fetch Breach penalty amount and Breach penalty time whenever the Service commitment field changes on the Vendor Credit [vndr_credit] table.
Show and hide vendor on state change Incident [incident] Performs the following tasks when the incident state is Awaiting Vendor:
  • Shows these fields: Vendor, Vendor closed, Vendor open, Vendor point of contact, Vendor resolved, and Vendor ticket.
  • Populates the Vendor field automatically when the selected configuration item is manufactured by a company designated as a vendor.
  • Hides these fields: Vendor, Vendor closed, Vendor open, Vendor point of contact, Vendor resolved, and Vendor ticket when the state is not Awaiting Vendor and the Vendor and Vendor ticket fields are empty.

Business rules

Vendor Ticketing adds the following business rules.

Table 6. Vendor Ticketing business rules
Name Table Description
mark_vendor_closed Incident [incident] Populates the Vendor closed field with the current date and time when a user saves the incident record and:
  • The State field is set to Closed.
  • The Vendor field is not empty.
mark_vendor_resolved Incident [incident] Populates the Vendor resolved field with the current date and time when a user saves the incident record and:
  • The State field is set to Resolved.
  • The Vendor field is not empty.
Set Awaiting Vendor time Incident [incident] Populates the Vendor open field with the current date and time when a user saves the incident record and at least one of the following conditions is true:
  • The State field is set to Awaiting Vendor.
  • The Vendor field is not empty.
Verify offering related to vendor Vendor Credit [vndr_credit] Clears the Service offering field if both of the following conditions are true:
  • The Service offering field is not empty.
  • The vendor on the service offering record is different than the vendor on this record.