Configuring User Accounts › Special Handling Types

Special Handling Types

You can define special handling types that identify contacts who require special attention. You can use the special handling types that CA SDM provides or create your own types. You can view and locate tickets that specify an affected end user who requires special attention. For example, analysts can browse the V.I.P. folder on the Scoreboard to identify tickets that specify a VIP as the affected end user.

The following examples are contacts that special handling types can identify:

• Very Important Persons (VIPs) such as executives
• Customers with support renewal in process
• Customers with disabilities requiring special handling or equipment
• Visitors
• Contacts suspected of misusing or abusing system resources

When one or more special handling types are assigned to a contact, tickets that specify the contact in the Affected End User field show an alert banner, icon, or both. You can use ticket fields and special handling types to track tickets, and distinguish between two related but possibly distinct contact types. For example, a VIP (Affected End User) has an assistant (Requestor) acting on their behalf. When the Affected End User is a contact assigned to a VIP special handling type, an analyst can prioritize tickets more accurately.

More information:

How to Configure Special Handling Contacts

Associate a Contact to a Special Handling Type