Adding Contacts or People to a Ticket

Adding a contact to a ticket allows technicians to expand the list of collaborators and makes it easy to include them in notifications, adding them to the Notify list.  It also allows the contacts to view the ticket in the Client Portal if the “Allow requestors/creators to view tickets in the Client Portal” option is enabled in the Ticketing application’s settings.

To add a contact to a ticket and send them a notification:

Step 1 — Add the person to the ticket

  1. In Work Management, navigate to the Ticketing application and open the desired ticket.
  2. Click the People tab.
  3. Search for users by typing in the Contacts field or by clicking the magnifying glass. In the search popup, check the boxes next to the people’s names, then click +Insert Checked.
  4. Click the +Add button.

Step 2 — Notify the added person

  1. On the ticket’s General tab, select Actions > Update.
  2. If the people to be notified are not ticketing application users, uncheck the Make comments private box to make the comment visible in the Client Portal. Note that recipients will receive the notification email regardless of whether the comment is marked private.
  3. Enter a Comment in the text area.
  4. In the Notify field, select the people you want to notify.
  5. Click Save.

Notifying a ticket contact sends the requestor version of the notification template.

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