(2024.2) Service Desk - Contacts
- David Engblom
Contacts
The 'Contacts' tab provides the User the ability to manually associate Contacts with each Service. These associated Contacts represent people who may be associated with the Service in some way. These Contacts are separate entries in the Workers/Contacts section of the application that are associated with this Service for tracking purposes.
The User can manually manage these associations by using the Add, Add Existing, and Delete Selected functionality available on the Services Contacts tab.
Adding New Contacts
To add a new Contact to the Grid, simply click the button located on the Toolbar of the Contacts Grid. After clicking on the Add button, the User is presented with a data-entry form used to build a basic Contact. First and Last Name, Email, and Phone Number. Adding a new Contact here creates a new record in the Workers/Contacts section of the application.
Adding Existing Contacts
Click the button located on the Toolbar of the Contacts Grid.
This opens the Add New Service Desk Contacts form.
Click the button and a list of existing contacts is presented.
Contacts can be associated with multiple Services. As such, this list displays all Active Contacts in the system. Searching through this list and selecting multiple entries allows the User to add all the required contacts. Check each of the Contacts that need to be associated with the Service and click Save.
For an existing Contact, click the ‘Look Up Contact’ icon to select a Contact from the list. An existing Contact’s information can be updated by editing the data fields. For a new Contact, select the ‘Create New Contact’ redial and enter the required information. Contacts can be designated as 'On-Site Primary', 'On-Site Alternate', or 'Requestor' with the Type dropdown.
Deleting a Contact
Select the Contact that is desired to remove from the Service Desk item. Click the button. It is important to note that Deleting a Contact from this Grid does not delete the Contact entry, it merely removes the association from this Grid.