Vendor Contacts not visible within Vendor Risk Management module

[buckhill2]

I have activated the VRM module in our test environment for us to evaluate the tool.  We currently use the Contract Management module in ServiceNow and have all of our Vendors and their associated contacts entered as part of it.  In the Vendor Risk menu on the left there are choices to see All Vendors and Vendor Contacts.  The All Vendors works fine and shows everything.  But the Vendor Contacts menu produces a blank list.  There has to be a setting wrong of something we need to do to enable it to show all contacts in the table.  Why does this not work?

Thank you, Jeff

[Ankur Bawiskar]

Hi Jeff,

Can you check the module any filter condition is present and pointing to correct table?

Also the table to which it points can you check any records exists?

Mark Correct if this solves your issue and also mark Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[buckhill2]

Where my question lies is we have not done much customization with our instances and this is activated Out-of-the-box.  It bothers me we need to invest any effort into it where other company's VRM products are more ready right out of the box.  I am a big ServiceNow supporter within our company for us to roll out more utilization of it, but not sure this module is going to fit the bill.  I will take a look at what you suggest.

Thank you,

Jeff

[buckhill2]

What I am discovering is as usual, ServiceNow makes this confusing at the same time they will clarify others.  In the Vendor Risk module, the listing of All Vendors is the referencing the same table used when creating vendors for the Contract Management module, but it is a different "view".  When in Vendor Risk view for the All Vendors, the Vendor Contacts tab is blank, but if changed to the Vendor view the tab is the same name but now shows the contacts I have entered.  The same is true for the Vendor Risk module menu that has the Vendor Contacts option and it is blank.  What it appear is they have made this for the new contacts created by the vendor themselves in the portal, not for the current ones we have entered.  It should all be showing on one.  Because as the demo video shows, the contacts added by the Vendor in their portal so they can assign another one of their employees the job of responding to part of an assessment, are added to your list of contacts for that vendor.  I am confused why it would separate out how they were created?  Very confusing.

[Anushree Randad · Accepted solution]

Hi Jeff,

The Vendor Contact table you are referring to is coming from the 'Vendor Performance' application which is used by contract application. And this table doesn't extend sys_user table. So We created a separate 'Vendor Contacts' table for VRM which extends sys_user table so when you create a vendor contact record, it gets added to the sys_user table automatically. Also, when a vendor adds any new contact on vendor portal, it gets added to this vendor contact table. And all the vendor contacts get access to the vendor portal so that they can respond to the assessments. This was a strategic decision made by the product team, so that we stay close to platform capabilities and reuse the sys_user table. We acknowledge that this could be confusing to the users who use both VRM and Vendor Performance/Contract Management and we might plan to make this experience more unified in future releases. Thanks for your feedback!

Thanks,

Anushree

Product Manager - GRC and VRM