Section Topics

Handling New Person Contact Tickets

When a new person contact is created within the Web Client, there are three scenarios where a ticket could be generated, based on how the InterAction New Contact Rules are configured.

See the following topics for more information:

Handling Data Conflict Submission Tickets
Handling New Contact Notification Tickets
Handling Unassociated Company Notification Tickets

For details on the New Contact Rules, see the Loading Data into InterAction guide.

Handling Data Conflict Submission Tickets

When initially loading a user's contacts, you typically load user contact information into InterAction during one of the following scenarios:

You are initially rolling InterAction out at your organization
A new user joins your organization and has brought his or her list of contacts

In both of these situations, it is impossible for InterAction to determine which information has been updated recently and which information is out of date. Therefore, whenever any of the following occur, InterAction automatically sets the contacts added to the user contact list as suspect:

The first time in which contacts are added to a user's contact list from his or her PIM.
When contacts are imported into a user's contact list through the Import Contacts feature in InterAction Administrator.

When contacts are set as suspect, all the contact information is considered suspect because the last edit date of the information is unknown. If a user edits a contact after the contact is added to InterAction and updates a field, that information is no longer considered suspect.

If the contact is contributed to the firm list and connected to a contact already in the firm list, a Data Conflict ticket is generated for each field that has conflicting data.

Data Conflict tickets are always created with a status of Submitted. In the Data Conflict Details section of the ticket, the versions of the User list field and the Firm list field are displayed.

Data Conflict Ticket

To resolve these tickets, a data steward can do one of three things:

Select the User list field version and choose Update Contacts to push values from the user list to the firm list.
Select the Firm list field version and choose Update Contacts to push values from the firm list to the user list.
Select Do not update contacts and leave the contacts in an agree to disagree state. This does not generate a potential update for the user.

TIP You can use the marking feature in the Data Change Management Inbox to select multiple Data Conflict tickets to resolve at once.

Handling New Contact Notification Tickets

The administrator can configure InterAction to create a New Contact notification ticket for the following scenarios:

A new contact is designated to be added to the firm list and the system did not find any exact matches in the firm list during the processing.
A new person contact is connected with a contact in the firm list and during the processing, the system did not find any associated company match in the firm list.

This setting is configurable and is especially useful when monitoring a user new to the system. See Loading Data into InterAction guide for more details.

The tickets are always created with a status of Notify.

To properly process this ticket type, the data steward can select the Go To drop-down menu to access additional information about the contact. Perform one of the following actions to resolve this ticket:

Select Move to firm list to put the contact in the appropriate firm list. This button is only active when the contact is sourced in a folder that is not designated as the firm list.
Select Set as complete to close the ticket without moving the contact to the firm list.

Handling Unassociated Company Notification Tickets

The administrator can configure InterAction to create an Unassociated Company notification ticket when a new person contact is designated to be added to the firm list and the system did not find an exact company match.

This ticket is only generated if the administrator selects the Do not create a new company contact option in Administrator. See the Loading Data into InterAction guide for more details.

The tickets are always created with a status of Review.

Unassociated Company Notification Tickets

Select Associate Company to access the Company Association wizard. The ticket is automatically closed when the contact is associated with a company in the firm list.
Select Set as complete to close the ticket without associating the company.