The Supplier Role is designed specifically for suppliers to manage and update services they provide. This role is tailored to ensure that suppliers can only interact with and update the information pertinent to the services they own, preventing any accidental changes to services outside their scope of responsibility.
📘 This article provides an in-depth overview of the Supplier Role. If you need to learn how to change a user's role, check out this article for more information.
Assigning a case to a supplier
For Administrator users only: After a user has been assigned to a supplier role, add the user under the Contacts section within the relevant case that you want them assigned. When a supplier is assigned to a case, they will see all their assigned cases on the My Cases tab.
What can a supplier do in a case?
Once inside a case record, a Supplier can see and interact with the following sections:
Case Summary (Read-Only)
This section provides an overview of the case. The information here is view-only to maintain data integrity.
General Information (Read-Only)
Suppliers have access to general information in a read-only format.
Services
Suppliers can see and edit only the services they own. Their services appear as the top option in the services section. Suppliers cannot access or edit services they do not own.
Within a service card, a supplier can change the status of the service, add an external contact, collaborate with the team members through comments, and upload documents.
Communications (Comments Only)
Suppliers can write comments automatically tagged for "Anyone." However, they cannot send emails.
Employee Section (Read-Only)
This includes access to employee details such as passports but in a view-only format.
Cost Centers Tab (Read-Only)
Suppliers can view the Cost Centers tab under Organizational Info without editing capabilities.
Checklist Section (Editable)
Tasks that are assigned to the supplier will be the only tasks displayed.
Tickets Section (Editable)
Only tickets assigned to the user will be visible and editable and can be found on the right side section of the case record screen. Suppliers can edit the ticket title and description, change the ticket status, change the ticket type, change the tags, and set a due date.
To Do
The To Do tab lists all tasks assigned to the Supplier within checklists associated with their cases. Each task is clearly labeled with the case it belongs to, as well as its current status.
When a Supplier clicks on a task, they can do the following:
Set a Priority: Mark the task as a priority by checking the flag, ensuring it stands out in their list.
Set a Due Date: Choose a specific date by which the task needs to be completed.
Set a Reminder: Schedule reminders to help notify the task owner.
Change the Progress: Update the task's progress status.
Add a Subtask: Break down larger tasks into smaller, manageable subtasks. Then users can also mark them as complete when needed by clicking on the checkbox.
Comments: Provide additional details or updates in the comment section, with the ability to mention other users for collaboration and attach documents when needed.
Shared with me
The Shared with Me tab is where Supplier users can access documents and files that have been specifically shared with them by other users. This tab centralizes all shared content, making it easy for users to locate and download important documents.