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How to Configure Special Handling Contacts

To configure special handling contacts, do the following steps:

1. Create special handling types.
2. Associate a contact to any number of special handling types. Similarly, a special handling type can have many contacts.

   A contact that is associated with one or more Special Handling types is visually distinguished in the Contact Detail form and the Quick Profile browser using a banner at the top of each page. This banner displays the alert icon and alert text for each Special Handling type assigned to the contact.

   Additionally, any tickets that identify the contact as the Affected End User are indicated as follows:

   • Alert Icons and Alert text appear in a banner at the top of the ticket detail form.
   • Alert Icons appear in the ticket list.
   • The Scoreboard includes a V.I.P. folder and subfolders for each ticket type. The V.I.P. subfolders include tickets for affected end users who are VIP special handling contacts.

     Note: The V.I.P. Scoreboard folder displays for analyst roles.

More information

List Special Handling Types

How to Identify Tickets for Special Handling Contacts

Create a Special Handling Type