We will soon be working with an external vendor to handle hardware repair for our PCs.  The initial request for service will come in through my service desk (SD+).  If there's a hardware repair needed I will be needing to somehow get the pertinent info to them.  They use Clearview by Nexterna for their ticketing system.

 

What would be the best way to send them the ticket info while still keeping the ticket open on my side waiting for the repair to complete?

 

I was thinking of opening an Incident for the repair - creating them as a technician - and assigning them a task - just to email the info to them, then have them email back to us the details which would auto-fill the ticket and complete the task.

 

Do you think this would work?  Or any better ideas out there?

 

Thanks in advance.