View Supplier Details

Concepts

Suppliers represent end-point systems that are integrated with Service Manager Service Portal. Examples of Service Manager Service Portal suppliers are: provider systems, fulfillment systems, and ticketing systems.

Suppliers are associated with organizations, and the Organization Administrator manages the supplier systems for his organization.

 

Tasks

• View Supplier Overview — View the properties of a supplier.
• View Supplier Diagnostics — View the accessibility status and log-in status for a supplier.
• View Supplier Configuration Check — View the status of Service Manager (SM) unload files (SM suppliers only).
• Manually Retry Failed Requests for a Supplier — Manually retry failed requests for a supplier.

View Supplier Overview

To view the supplier overview:

1. From the Launchpad, click the Suppliers application.
2. In the Suppliers view, click the supplier in the main list. The details of the supplier are displayed in the Overview view.

View Supplier Diagnostics

To view the diagnostics for a supplier:

1. In the Supplier Detail view (see View Supplier Overview for details), click the Diagnostics tab.

The Endpoint accessibility status and Login status of the supplier are displayed.

You can also view additional metrics, such as New Orders and Support Tickets, Response Time, and Request Status. To view detailed metrics, click a graph.

View Supplier Configuration Check

To view the status of SM unload files for a supplier:

1. In the Supplier Detail view (see View Supplier Overview for details), click the Configuration Check tab.

The status of general settings and all SM unload files for the supplier are displayed.

Manually Retry Failed Requests for a Supplier

When a supplier system becomes unavailable for Service Manager Service Portal to deliver requests, failed requests are added to a manual retry list. The default number of automatically attempted requests re-deliveries is five and the interval is every 30 seconds. Refer to Service Manager Service Portal Administration for details of automatic retries.

The Diagnostics tab in the Supplier Detail view indicates a failed Synchronizations status for unsent requests.

To manually retry failed requests for a supplier:

1. In the Supplier Detail view (see View Supplier Overview for details), click the Manual Retry tab.

   The list of requests to be retried are listed. You can filter the list of requests to be manually retried.

2. Click the Retry button to manually retry the requests in the list.

   Upon submission, the automatic retry will start again from the beginning. If it fails again, failed requests will be re-added to the manual retry list.

 

Related Topics

• View Policies - Instructions to view the list of policies.
• Add Supplier – Instructions to add a new supplier.
• Edit Supplier Details – Instructions to edit a supplier's properties.
• Synchronize Requests – Instructions to import support requests from a supplier.
• Delete Supplier – Instructions to delete a supplier.