Administration › Service Desk › Service Contracts › Create a Service Contract › Service Contract Tabs › Map Contacts to Service Contracts

Map Contacts to Service Contracts

You can associate a Service Contract to a Contact. When the Contract is in force on a ticket, and that Contact is specified on key fields of the ticket, the mapped Service Type is applied to the ticket.

To map a contact to a service contract

1. From the Service Contract Detail page, select the Contacts tab.
2. Click Map Single Contact.

   The Create New Service Contract Map page appears.

3. Enter the Service Contract and Contact to map to this service contract.
4. Click Save.

   The mapping is saved and the window closes.

To add or remove a contact map

1. Click Add/Remove Contact Maps.

   The Contact Search page appears.

2. Enter the search criteria to display the desired contacts and click Search.

   The Contact Update page appears, listing the contacts that matched the search criteria.

3. From the list on the left, choose the contacts you want to map to this service contract. To choose multiple items, hold down the CTRL key while clicking the left mouse button.
4. When you have selected all the contacts you want, click .

   The selected contacts move to the list on the right.

5. (Optional) Select the service type you want to associate with the contacts you added to the service contract.
6. Click OK.

To update service type mappings

1. Click Update Service Type Mappings.

   The SLA Map List page appears.

2. Select the contact whose mapping you want to update.

   The Service Type Map Detail page appears.

3. Click Edit and select the new service type.