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.
Display the Call Details window if it is not already visible on screen.
At the bottom of the window, select , or select the External explorer option.
Any applicable IPK rules are triggered at this point.
The Forward <Call Number> Externally window appears. Complete the details.
5. Select one of the buttons at the bottom of the window to forward the call.
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.
Open the call. A message appears at the top of the Call Details window: “Take Back Incident # <call number>”.
If needed, click Take Action to take ownership of the call from another analyst.
Click External.
Click Take Back.
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).