Change Incident Status to Pending Vendor Investigation

When you determine that a vendor needs to investigate and diagnose the cause of an incident, you are required to update the status of the incident record to indicate that the investigation is pending vendor feedback.

To update an incident record status to pending vendor information:

1. Click Incident Management > Incident Queue.
2. Select the Open Incidents Assigned To Me view, which is based on the service level agreement (SLA) target date. The view is sorted by target date with the oldest date listed first.
3. Select an open incident, and then look at the category in the Category field. The category is inherited from the Service Desk interaction process. Valid entries are complaint, incident, or request for information. The Area and Subarea fields are also populated according to the selected category.
4. Click the list in the Status field and change the status to Pending vendor.
   • Note: When an incident record is at a status of pending vendor, the service level agreement clock continues to track the incident as an open incident. The assignment group remains the same.
5. Click Fill in the Vendor field to generate a list of vendors and choose one.
   • Note: The Vendor field is only valid when the incident Status is Pending Vendor.
6. Enter the reference number (obtained from the vendor) in the Reference Number field.
   • Note: When the vendor provides the requested information, you can change the status to accepted or work in progress.
7. Click Save & Exit.

Example: Search for a record
Change Incident Status to Pending User Information
Document an Existing Solution or Workaround in an Incident
Reject an Incident
Handle User Requests for Information

Incident Investigation and Diagnosis (SO2.3)