Administration › Service Desk › Service Contracts › Create a Service Contract › Service Contract Fields

Service Contract Fields

The following fields require explanation:

Client Advocate

The person within the company that runs the help desk. This person is the point of contact between the “Customer” company and the “Help Desk” company. This person is a member of the organization that would get special notifications

Client Contact

This is the contact person that would get notified on tickets/service types/etc.

Assigned to Organization(s)

Displays the name of an organization assigned to the service contract. If an organization has not been assigned, None appears.

Add an organization to a service contract by first creating the new service contract. Then, access the Scoreboard tab, select File, Create New Organization and while creating the organization, select the contract previously saved. When you access the service contract, the Assigned to Organization(s) field is populated with the updated organization name.

Organization's Service Type

If set, this service type is ALWAYS applied to any ticket opened for the organization. This is useful for adding baseline events, notifications or SLA parameters that need to be on every ticket regardless of priority, category, etc. For example, the Client Advocate gets a notification for every ticket opened/closed for the Organization, so they have a general idea of how their customer is doing.

Note: If multi-tenancy is installed, the list page displays Tenant and Public Data settings in the search filter. Public Data can be Excluded or Included with Tenant data; Only searches for public objects exclusively. On detail pages, select the appropriate tenant from the list. If you select <empty>, the object is public.