Add or Edit Contact Information

Because Service creates incidents from customer questions, the contact information is usually present when you respond to an incident. Sometimes, however, you will need to add or edit contact information.

You can add multiple contacts to an incident, but you must designate only one as the primary contact. Secondary contacts do not have to be associated with the same organization as the primary contact.

1. From an open incident, click the Contacts tab.
   Information for the primary contact (which includes name, email address, phone, title, and address) displays at the top of the tab, and nested tabs contain additional information.
2. To remove a contact from the incident, select the radio button next to the contact’s name, click Remove, and confirm that you want to remove the contact.
   The contact is disassociated from the incident, but the contact’s record remains in the knowledge base.
3. To add a contact, do one of the following:
   • To add a new contact to the incident, click Add New. A new contact opens on a subtab.
   • To add an existing contact to the incident, click Add Existing, search for the contact you want to add, and select it. To edit this contact, right-click it and select Open.
   Note: Adding a new contact from the Contacts tab does not change the primary contact for the incident. To designate a primary contact, manually select Primary next to the contact’s name. However, adding a new contact using Search next to the Contact field of the incident not only replaces the existing primary contact with the new contact, but the existing primary contact is automatically removed from the incident.
4. To edit an existing contact for the incident, right-click the contact and select Open.
   The contact opens on a subtab.
5. Add or edit contact information in the First Name and Last Name fields and make a selection in the State field.
6. To add or edit other contact information, make the changes in the fields or on the record tabs.
7. Click OK.
   The Contact subtab closes and keeps the contact data in memory. The contact record is not saved in the knowledge base until you save the incident.
8. To add other information to the primary contact record, click the Contact Fields subtab.
   1. To add or edit the contact’s login, enter it in the field.
   2. To select or change the contact’s global opt-in choice, email format, or state, click the appropriate drop-down list and select an option.
9. To view incident information for the primary contact, click the Incident History subtab.
10. Click Save.