Create a service credit in Vendor Management Workspace

Create a service credit record each time the vendor breaches the agreement. The breaches are typically associated with an outage, incident, or SLA breaches.

Before you begin

From Vendor Management Workspace, you can create service credits from an incident, outage, or service availability record based on the conditions listed in the table below.

Record	Conditions for creating a service credit
Incident	The incident state is On Hold. The on hold reason is Awaiting Vendor.
Outage	The configuration item field in the outage record must be configured to a service offering.
Service availability	The service offering must be configured in the service availability record.

Role required: sn_vlm.vendor_manager

You must have the sn_incident_read role enabled to view service credit reports.

Procedure

1. Navigate to All > Vendor Management > Workspace.
2. Click the Vendor Home icon.
3. Create a service credit from a vendor, incident, outage, or a service offering.

   To create a service credit	Do this
   From a vendor	Click the Lists tab. Click All Vendors. Select a vendor to create the service credit. Click the Service Credit tab.
   From an incident, outage, or service availability	Click the Lists tab. Select the incident, outage, or service availability list to create the service credit. Select an record for which you want to create a service credit. Click the overflow icon and select Create Service Credit.

4. Click New.
   Fill in the following fields as required:

   Field	Description
   Number	System generated reference number for this credit record.
   Vendor	Name of the vendor.
   Service offering	Service offering related to this vendor.
   Service commitment	Specific service commitment that affects this vendor credit.
   Service availability	Business service availability commitment that affects this vendor credit.
   Related incident	Number of any incidents related to these vendor products.
   Related outage	Actual outage that created the vendor credit. The value in this field is from the Short description in the outage record.
   Vendor contract	Contract for this vendor, if any. Choose a contract for the specified vendor. These contracts can be in any state.
   Reference number	Any reference that pertains to this credit, for example, a confirmation number from the vendor or the name of a contact.
   Breach penalty time	Duration of the breach. This value is the elapsed time of the credit-generating event and is inherited from the Service commitment selected.
   Breach penalty amount	Total amount of credit due from this event, inherited from the Service commitment selected.
   Per	Unit for calculating the breach penalty amount, inherited from the Service commitment selected.
   Credit used	Check box indicating that credit from this vendor has been recovered.
   Notes	Notes pertaining to this credit record, for example, to keep track of recovered credit.

5. Click Save.