Navigation:  Helpdesk > Ticket management > Manage contacts

Version 1.0.1

If you enter a new contact in a ticket, you will be asked - upon saving the ticket - if you want to save the new contact as well. This means that it can be displayed automatically at a later stage if you create amatchig contact are displayed during the input of the name. Furthermore, the contacts can be used for the authentication of users at the Helpdesk. However, this is only possible if an email address is entered in addition to the name.

 

If you click the Manage contacts button, a dialog box opens with the option to create new contacts, or to edit or delete existing clients. In addition, you can set or change a password to use the self-service web interface (see The self service web interface) for each contact. For login at the self service web interface, a contact requires without fail an email saved in the system. Contacts are identified by the light blue employee icon. A dark blue icon represents ACMP or Helpdesk staff.

 

Manage contacts

 

In the event that a person is entered with more than one contact, or if a contact is to be deleted on purpose, you can merge two contacts. In this case, a contact is deleted, and the tickets of the deleted contact are transferred to the tickets of the remaining contact. The information of the deleted contact (e.g., phone number, address etc.) is transferred in addition to the remaining contact, if the latter does not already have the corresponding information, hence if the individual information does not contain any information. A corresponding wizard opens upon a right-click and the Merge contacts option.

 

In the first step, you specify the contact that you want to delete. In the second step, you can now select the remaining contact. The third step gives you the ability to customize the data of the remaining contact if necessary. In the fourth step, you can rearrange the clients associated to the two contacts. To this end, the clients are displayed in the top section, who are assigned to the contact to be deleted, while the clients who are assigned to the remaining contact are displayed in the bottom section. In the middle section the clients are displayed, who are newly assigned to the remaining contact. For this you can select the client from the upper and lower parts, and add the appropriate arrow buttons or remove the middle part.

 

With the New Contact button you open an input mask with two tabs to assist you in creating a new contact. This screen will also be displayed if you enter a new contact in a ticket and agree to the question of whether the contact is to be stored.

 

In the Contact information tab you can enter information about the contact. Most important are the name and a valid email address. The email address is required in case you want the users to be able to log in with their contact details on the web interface. If the login is to authenticated against an Active Directory, the data of the Active Directory and the data of the contact should be identical (see Login). In the lower part you will find the user-defined fields (see Custom fields), which you can fill in here as well.

 

Contact details

 

In the tab Linked clients you can assign one or more clients to the contact. If the contact now creates a ticket or if a ticket is created for the contact, the ticket input mask offers the possibility to integrate one of the assigned clients in the ticket with the quick access toolbar. This often does away with the need to determine the name to the machine affected by the ticket during the creation of the ticket.

 

Linked clients

 

With the Add button you open a wizard, which will open with a screen from Query management, with which you are familiar. Perform one of the displayed query and select one or more clients via the checkboxes. By clicking on the Add button, the selected clients are assigned to the contact.. In the lower area you possibly will find the clients, on which the contact was the last registered contact/user (see Clients of a ccontact). With the Copy button, a marked client is also assigned to the contact.

 

In the Tickets tab, all tickets of the contact are displayed. By default, all, that is even all closed tickets, are displayed. With the drop-down menu, you can limit the display to open tickets.

 

Tickets a contact