4 Replies Latest reply on Apr 16, 2018 1:59 PM by T. D.

    Incident tickets for vendor support

    Khawar Mughal

      Hi, I have a process related question: We want to align ourselves to best practices of how we manage issues that require vendor support.


      Current process: We are recording incidents for faulty hardware. We keep the ticket in Pending until the vendor has replaced or fixed the issue and then we close the incident.


      The incident could be open for months. The incident is managed internally by our support staff and is left in Pending status.


      What would be the best practices for these? Do we close the incident and create another type of ticket (work order, problem ticket, etc.) while we wait for the vendor to resolve the issue. The reason that we ask is incidents have a short time frame to be closed.