Configuring User Accounts › Special Handling Types › Associate a Contact to a Special Handling Type

Associate a Contact to a Special Handling Type

You can assign a special handling type to a contact to alert analysts about tickets that affect end users with special requirements, such as for a visually impaired person, a contact that poses a security risk, and so on.

To associate a contact to a special handling type

1. On the Contact Detail page, select the Special Handling tab.

   The Associated Special Handling List tab lists special handling types that are associated with the contact.

2. Click the Update Contact's Special Handlings button.

   The Search filter appears.

3. Search for the special handling type that you want to associate to the contact.

   The Special Handlings Update page appears.

4. Select one or more handling types from the left column and use the move button (>>) to move the types to the right column. Click OK.

   Note: You can remove an association from a contact by using the move button (<<) to move the type from the right column to the left column. You can click the search icon to search for the value you want.

   The contact is associated to a handling type.

   CA SDM displays any of the following, depending on the handling type, when a ticket specifies the contact in the Affected End User field:

   • An alert banner appears on the Contact Detail for the affected end user on a ticket.
   • Alert text appears as a banner at the top of the ticket detail page and in the Quick Profile.
   • Ticket lists highlight the contact row and show an alert flag.
   • A V.I.P. folder appears in the Scoreboard for analyst roles. The folder contains all tickets that are associated with contacts (Affected End Users) that have a VIP special handling type.