Handling User Request Tickets

The InterAction Web Client offers a Change Request feature that lets users request changes that they either are not able to make or do not know how to make. The changes that users request using this feature can vary widely. For example, the change request form makes it very easy for users to request changes made to a contact for the following reasons:

  • Possible duplicate contacts
  • Contact works for another company
  • Contact needs more information
  • Check for accuracy
  • Delete contact
  • Security alert
  • Other

NOTE The Security alert check box is used to indicate that someone promoted a contact or piece of information to the Firm List that should not have been promoted.

Which data steward is assigned the user’s change request depends on whether the change request was initiated from a contact or if the user had to enter the contact’s name. If the change request was initiated from a contact, then the user change request is assigned to the owner of the highest ranking rule set that manages user requests. If no contact type, marketing list, or other rule set manages the contact, the owner of the default rule set is assigned the ticket. For more information on rule set ranking and setting a rule set, contact type, or marketing list to manage user requests, see Configuring Rules for Data Change Management.

If a user requests a change to a contact where the contact is not specified by InterAction on the form (the user has to enter the contact’s name), then the ticket for the change request is assigned to the owner of the default rule set. For more information on the default rule set, see The Default Rule Set.

User Request tickets are also generated by InterAction IQ when data is synchronized to InterAction and multiple contacts with the same email address exist. These tickets are not associated with a contact, but list the contact names and IDs in the ticket detail. The owner of the IQ Contact Mining new contact rule set is assigned these tickets.

Viewing User Request Tickets in the Inbox

[A] If the user was not required to enter the contact’s name, the contact name is not displayed. Tickets without a contact name are assigned to the owner of the default rule set.

[B] When the contact name is specified by InterAction, the ticket displays the contact name. The ticket is assigned to the owner of the highest ranking rule set that manages user requests.

Because the actions required to complete a user request vary widely depending on what the request is, the Inbox does not have the ability to automatically make a change for you. Because of this, the Approve and Reject buttons are not available as they are with other types of tickets. Instead, you must make the changes manually.

If the contact is known, you can choose the Go To drop-down menu available in the Contact Information section of the Inbox to open a page of the Contact Details window for the contact. From here, you can make changes to the contact’s information.

Otherwise, you can switch to the InterAction Windows Client using your Windows Task bar, find the contact and make the change.

TIP Like the Contact Details window, you can switch back to the Main window of the InterAction Windows Client without closing the Inbox.

After you have completed the user’s request, return to the Inbox and choose Set as Complete to close the ticket.