Forwarding a Call Externally

An analyst may have to forward a call externally when outside resources are required to resolve a call, for example, if a configuration item needs to be serviced or repaired.

Within your organization, there are usually analysts responsible for communicating to, and upholding contracts with, external suppliers. These analysts are called contract managers. Two situations arise:

• If you are the contract manager for the external supplier you want to forward the call to, you can forward the call directly to that supplier.

• If you are not the contract manager for the external supplier you want to forward the call to, you first need to forward the call to a contract manager, who will then forward the call to the supplier.

1. Display the Call Details window if it is not already visible on screen.

2. At the bottom of the window, select , or select the External explorer option.

3. Any applicable IPK rules are triggered at this point.

4. The Forward <Call Number> Externally window appears. Complete the details.

External Supplier	This may be automatically populated if the configuration item selected on the main Call Details window is linked to a contract. However, you can select a different external supplier. type part or all of the name, and press Enter. If there is only one match, the field is completed. If there are several, a list of matching user names is shown, from which you can select one. Alternatively, use the search function to search for and find the external supplier.
Contract	This field automatically updates if one contract is linked to the selected external supplier. To choose another contract for the selected supplier, clear the field, and type part or all of the name, and press Enter. If there is only one match, the field is completed. If there are several, a list of matching user names is shown, from which you can select one. Alternatively, use the search function. If Required when forwarding externally is selected on the CMDB Settings window, a contract must be selected before the call can be forwarded externally.
Job Ref	Type a reference number to identify that you have assigned a call to an external supplier to complete some work.
Analyst Responsible	Select the analyst responsible for the contract or external supplier. The names appearing in this list depend on the contract or external supplier specified. The Analyst Responsible list will display names only if one of the following conditions is satisfied: Required when forwarding externally in the CMDB Settings is cleared, and an external supplier has been selected on this window, or Required when forwarding externally in the CMDB Settings is selected, and a contract is also selected on this window. Analysts are linked to contracts through their Person Details record.
Call Status	Select the status that most appropriately describes the call in this stage.
Suspended	Select this checkbox to suspend the call up until the date you specify in the next field. Taking action on a call does not remove the suspension from the call. To do so, you have to manually remove the suspension by clicking the Reset Suspension toolbar button on the Calls Outstanding window. In order for a call to come out of a suspended state, the polling service must be running.
Reminder	For a reminder email to be sent, your system must have Email at Escalation enabled in the IPK Management section of the Messaging window. Select this checkbox to set a reminder on the call. The system will send you a reminder email on the date you specify in the next field. In order for a call to come out of a Remind state, the polling service must be running.
Email Supplier	sends an email to the supplier to whom you are forwarding the call This option is pre-selected and disabled if Always Email to Suppliers is selected in the Messaging administration window. If you are forwarding the call to the contract manager, the email will be sent to the analyst rather than the supplier.

5. Select one of the buttons at the bottom of the window to forward the call.

Forward to Analyst	forwards the call to the selected analyst internally. This button is enabled if you select another analyst (not yourself) from the Analyst Responsible list. When the call is received by the analyst you selected, they will then be able to forward it to the supplier.
Forward to Supplier	forwards the call to the external supplier. This button is only enabled if you are responsible for the selected external supplier or contract, that is, if your name appears in the Analyst Responsible list.

Unless you suspended the call, the forwarded call appears on both your and the analyst/group’s Calls Outstanding window with a physical status of Pending External Action if you are the analyst responsible for the contract, or Forward Internally if another analyst is responsible.

The call is added to the Calls Outstanding window of the responsible analyst with a physical status of Forward To You.

You (or the analyst responsible for the contract) must ensure the external supplier is notified and sent all necessary details and items to be repaired, following up on the progress of the work. The call remains on your Calls Outstanding window and may be escalated. It is removed from the Calls Outstanding when the analyst or group selects the call to action.

A call that is forwarded to an external supplier by clicking the Forward to Supplier button also appears in Self Service Portal page for the supplier. The external contact associated with the supplier can defer, complete, or ‘not complete’ the call through Self Service Portal.

If the external supplier completes their work on a call that has been sent to them, the call will be updated so that is has a physical status of External Action Completed.

When the issue has been resolved, you can close the call, recording any extra details and actions from the external supplier.

Forwarding a call externally may also apply an Underpinning Contract (UC) to the call, if the external supplier is linked to this type of service level agreement.

Taking Back a Call Forwarded to a Supplier

If you forward a call externally either directly to an external supplier or to a contract manager and then realize you want to forward the call to another supplier or contract manager instead, you can take the call back.

1. Open the call. A message appears at the top of the Call Details window: “Take Back Incident # <call number>”.

2. If needed, click Take Action to take ownership of the call from another analyst.

3. Click External.

4. Click Take Back.

5. In the warning message dialog box, select Email External Supplier to notify the supplier you are taking back the call and no further action is required from them. Click Yes to take back the call, or No to cancel.

You can now take action on the call again as you need (such as, forward internally, forward externally, defer, or close).