How would you handle communication with a third-party vendor inside a JSM request?

[Tim Braxton]

I had this idea where if you added a "Third-party" field to JSM and another communication channel to requests in the "Comments" section, where agents could open a channel in the context of a particular request to a third-party vendor or stakeholder. The reporter and request participants would be excluded from this collaboration. The "Third-party" field would have to be filled in order to send communication via that section of a request.

The purpose would be to handle and log business with third-parties through JSM email communication in the context of requests, further streamlining processes and maintaining more complete historical records. Invoices and files could be added as internal attachments to requests as they are emailed from vendors. You wouldn't have to add third-parties as request participants or agents, you would just put their email address or addresses in the "Third-party" field, then collaborate, and have it all logged for you.

Is there some way to do this now, better than the way I have described above?

Your suggestions are appreciated.

[matthew barrett]

That's an interesting idea.

Right now, I would handle this with a linked item. Create a new item with the vendor as the reporter (May need to add as JSM customer) and then all activity through email will be logged into that ticket per usual.

You could use a new type of work item so you can filter these out of all reporting to avoid duplicate metrics, or an automation rule when everything is completed to copy/paste the data into the main work item and cancel/archive the secondary work item.

[Derek Fields _RightStar_]

One approach would be to have a separate Service Desk that is specific to vendors. When you have a Service Desk ticket that needs Vendor input, you would have an automation button that would clone the ticket into the Vendor Service Desk and put the appropriate vendor as the Reporter. This would let them communicate on that secondary ticket, linked to the original, without them needing to be a customer.