Updating contacts on tickets

If a ticket workspace is linked to an address book, you can select contacts from it and link them to tickets. Once a contact record is linked to a ticket, any updates made on the ticket to the contact information are also changed in the linked contact record.

The following topics are provided:

To link an existing contact to a ticket

1. On the Workspace Home page, open the ticket to which you want to add a contact.
2. (Optional) If lookup fields are displayed (such as Last Name, First Name or Email address in the Contact section), type a value in one or more of the fields.
   This will limit the list of contacts returned in the next step.
3. Do either of the following:
   1. Click Actions > Link to. A list of the available relationships appears. Select the appropriate relationship.
   2. In the link control section, click Link to.
      If you entered values in any fields defined as lookup fields (such as Email address), the system will search for matching values.
      The Search Lookup dialog box appears where you can select contacts. The Search Lookup dialog box includes a condition based on any values entered into lookup fields on the ticket; this condition finds the contacts that match those values. If you do not want to use these fields to search, remove the unwanted values, select new values, and click Apply Conditions to run the search.
4. Search for and select a record (or records), and click Link.
5. To filter the list, click Add New Condition and enter values in the fields. Then click Apply Conditions to refresh the list.
   This filter works like an advanced search filter. For more information about searching and filtering, see Using Advanced Search and saving searches. The Search Lookup dialog box closes.
6. Click Save to save your changes on the ticket.

To create a new linked contact record

1. On the Workspace Home page, open the ticket to which you want to add a new contact.
2. Do either of the following:
   • Click Actions > Create Linked. A list of the available relationships appears. Select the appropriate relationship.
   • In the Link Control, click Create Linked.
     The Select Item to Create dialog box appears.
3. Select an address book and contact type, and click Apply.
   A new record form appears.
4. Fill in the fields and click Save.
   You are returned to the ticket pane and the new contact appears in the Link Control section.
5. Click Save to save your changes on the ticket.

To update a contact from a ticket

1. On the Workspace Home page, open the ticket that you want to update.
2. In the link control section, select the appropriate records.
   The Update button becomes available.
3. Click Update.
   The details page of the record appears on the Address Book home page.
4. Modify the details as needed.
5. Click Save.
6. Close the contact record and then return to the ticket.
7. Review the linked contacts to verify that they are complete and correct.
8. Click Save to save your changes on the ticket.
   If you change contact field values on the tickets, the linked contact record is also updated.

To view contact details

1. On the Workspace Home page, open the ticket whose details you want to view.
2. In the link control section, select the record that you want to view and click Open.
   The details page of the record appears on the Address Book home page. If the Edit button is available, you can edit the record by clicking Edit.
3. If you make any changes to the contact, click Save.
4. Close the contact record and then return to the ticket.
5. Click Save to save your changes on the ticket.

To remove a contact

1. On the Workspace Home page, open the ticket from which you want to remove a contact.
2. In the link control section, select the contact that you want to remove.
3. Click Unlink.
   The unlinked contact no longer appears in the link control.
4. Click Save to save your changes on the ticket.

Related topics

Updating tickets

Editing contacts

Linking records to other records