The Contact tab defines the person to contact when the problem is resolved, and when additional information is needed to resolve the problem. The Contact tab lists the person's name and contact information (address, phone number, and/or email address). It is extremely important to supply contact information for Stand Alone trouble tickets, as these problems are reported by non-customers and the system does not have any contact information for them. See Stand Alone Trouble Tickets for additional information.
To enter Contact information:
Click the Contact tab on the New Trouble Ticket window.
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The Contact tab contains the following input fields:
Contacts
New Trouble Ticket window:
Select a contact from the drop-down list. The system populates the remaining input fields with information that is stored in the system for this contact.
New Global and Standalone Trouble Ticket windows:
This input field is grayed out and cannot be modified. Global and Stand Alone trouble tickets are not associated with a specific customer, therefore, there are no contacts to list for these types of trouble tickets.
Contact Type
New Trouble Ticket window:
Automatically populated with the contact type assigned to the selected contact. This field cannot be modified.
New Global and Standalone Trouble Ticket windows:
Select a contact type from the drop-down list.
First/Mi/Last Name
New Trouble Ticket window:
Automatically populated with the name of the selected contact. This field cannot be modified.
New Global and Standalone Trouble Ticket windows:
Enter the contact's first name / middle initial /last name.
Street1, Street2, Street3
New Trouble Ticket window:
Automatically populated with the street address of the selected contact. This field cannot be modified.
New Global and Standalone Trouble Ticket windows:
Enter the contact's street address. Use Street2 and Street3 to enter supplemental address information, if any. Use this for suite number, apartment number, or other information that does not fit in the Street1 field.
City / State / Zip
New Trouble Ticket window:
Automatically populated with the city, state, and zip code defined for the selected contact. This field cannot be modified.
New Global and Standalone Trouble Ticket windows:
Enter the contact's city, state, and zip code.
Country
New Trouble Ticket window:
Automatically populated with the country defined for the selected contact. This field cannot be modified.
New Global and Standalone Trouble Ticket windows:
Enter the contact's country. The default value is USA.
Validation Result
The Validation Result icon describes the result of the automatic address validation.
Green check mark: the validation was successful and the Required and Actual validation types match.
Yellow check mark: the validation was successful but the Required and Actual validation types do not match.
Red X: the validation was unsuccessful and the attempt was bypassed.
Note
If you are adding a Stand Alone trouble ticket, you must enter contact information in at least one of the following input fields - First Name, Last Name, Street1, Street2, Street3, City/State/Zip, Country, Phone, or Email.