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Sub-status - "Enabling Supplier" issue


Gavin James - SDDC

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Morning,

I'm currently setting up a Sub-status on the Service Manager,  see the Sub-status in question below,   I can see you can "Enable Suppliers" so I have turned this to yes, thinking that when the sub-status is selected on the Service Manager (within a call)  the Service Manager will allow you to connect the supplier to the support call.   I've looked on the Wiki pages but can't find any details around the "Enable Suppliers" button so not entirely sure if my expectation is correct, and if my assumption is what should actually happen?  

But secondly, when I do select the Sub-status on the Service Manage (within a support call)  I get the below error, do you know what I'm doing wrong? 

 

image.png.81177fc80061b88dbf7e25d5e4c70fe4.png

 

image.png.a34bfaa64da70a86eda76330e4dc015f.png

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Hi @Gavin James - SDDC,

The Supplier sub-status feature is driven through assets.

image.png

Through an asset, you can associate a Supplier. In the example above, I have added Acme Computers as a supplier for the iMac Pro 21.5 inch asset.

 

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When viewing the contract for the Acme Computers supplier, I can see the associated asset. Please note that I have configured a Target Working Time per Event as well, to allow the sub-status configuration.

 image.png

When managing my request, I have associated the iMac Pro 21.5 inch asset to the request. Thereafter, when choosing the supplier sub-status, I can select the available supplier and contract.

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You should then see a section called Active Supplier Event on the right-side that provides information on the target. As I have configured the event to run for 60 minutes, you can see the target is set to 1 hr.

I hope this helps.

Ehsan

 

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  • 2 weeks later...
  • 3 months later...

Hi 

I keep getting the same message, though it has worked before a couple of times before.  It is something I have gone back to and now get the error again.   I've looked  through the suggestions above it all looks like it is set up correctly. (and  hasn't changed since it worked before)

image.png.b0a642bff22f9e3a043d8607a8592473.png

Any suggestions would be much appreciated

Helen 

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  • 2 years later...

Afternoon All,

Before going too far down the Supplier Manager plug-in rabbit hole, I just want to confirm that I have understood the above correctly. For an On-Hold ticket that is With Supplier to have a supplier added to the sub-status, there must be an Asset assigned to the ticket and that Asset must have a supplier associated to it?

Thanks

Osman

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Hi James,

Thanks for clarifying. This seems to be a useful tool where Asset/Supplier relationships need to be recorded. However, it is rather cumbersome if you only wish to record an Incident/Supplier relationship where there is no related Asset in the Asset database. Is there any appetite to have Suppliers available as an On-Hold sub-status option?

Thanks

Osman 

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On 04/06/2024 at 06:59, Osman said:

Hi James,

Thanks for clarifying. This seems to be a useful tool where Asset/Supplier relationships need to be recorded. However, it is rather cumbersome if you only wish to record an Incident/Supplier relationship where there is no related Asset in the Asset database. Is there any appetite to have Suppliers available as an On-Hold sub-status option?

Thanks

Osman 

I had thought the same since Supplier Management was introduced, and in our case we don't use Suppliers to it's full functionality and will unlikely ever will. We set them up and link them to the appropriate assets etc so we have some record/relationship. but we don't use Contracts as this is maintained in a larger system.

However we regularly raise a lot of tickets to these suppliers and we populate the External Reference field with their ticket reference number, but there is nowhere to store the supplier that it links to.

In an ideal, world the ability to choose a supplier against a ticket without having to select an asset would be of huge benefit, and maybe down the line, where some supplier ticket logging systems may allow direct linking to tickets, like Hornbill does, is the custom buttons at the top of the ticket can build the URL necessary to access that ticket using information stored in the suppliers box and the external reference... Or any other similar way of doing it (IE. Via the supplier box). If they don't have direct linking to tickets, at least we could still click on a button that opens their portal or main website for example, or quickly be able to access the Supplier details stored within Hornbill.

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