Administration › Service Desk › Application Data › Codes › Special Handling Types › How to Configure Special Handling Contacts › How to Identify Tickets for Special Handling Contacts

How to Identify Tickets for Special Handling Contacts

Special handling contacts are contacts that require special attention, for example, security-risk monitoring, a visitor badge, or requiring special equipment. You can identify tickets for which the affected end user is a contact that requires special attention. For example, you can identify tickets in a list that specify Very Important Person (V.I.P.), vision impaired, or visitor as affected end users.

To identify tickets for which the affected end user is a special handling contact, do any of the following:

• Navigate the Scoreboard to ticket lists.

  Special handling contact rows are highlighted and show an alert flag.

• As an analyst, navigate the Scoreboard to the V.I.P. folder.

  The V.I.P. folder includes subfolders for each ticket type. The subfolders include tickets for affected end users who are VIP special handling contacts.

• Navigate the Scoreboard, open ticket Details, and click Quick Profile for the affected end user on a ticket.

  An alert banner appears on the page to identify contacts with special handling types.

  Note: An alert icon also appears if an alert icon is associated with the special handling type.

• Browse the Administration tab and open Contact Details.

  An alert banner appears on the page to identify contacts with special handling types.

  Note: An alert icon also appears if an alert icon is associated with the special handling type.