Sending an Email Message to the Ticket Initiator

When investigating Data Change Management tickets, you may want to contact the InterAction user who initiated the change. For example, you may need clarification or additional information before choosing the final value in the Comprehensive View.

To send an email message to the InterAction user who initiated the ticket, choose the Email link next to the user’s name.

Sending an Email Message to the Ticket Originator

[A] To send an email message to the InterAction user who initiated the ticket, choose the Email link next to the user’s name.

[B] The email message opens in your PIM and is populated with the InterAction user’s email address and the ticket information. If the user’s changes initiated more than one ticket for the contact, information on the additional tickets is included in the You also made these changes to ‘<contact name>:’ section.

If multiple InterAction users submitted different values for a field, you cannot automatically send an email message from the Comprehensive View to all users at once. For example, if Ed Roberts and Jane Tarnoff changed a contact’s job title to two different values, choosing the Email link does not populate the email message with both Ed and Jane’s email addresses. However, you can manually add email addresses to the To line in your PIM to include as many email addresses as needed.

When Multiple InterAction Users Initiated a Change with the Same Value

Sometimes there are multiple tickets open with the same value. For example, two InterAction users remove a contact from the Prospect contact type and submit tickets are generated.

Multiple Tickets with the Same Value

In this case, InterAction displays the value only once, and the user who initiated the oldest ticket is displayed as the user who submitted the change.

You can send an email message to any InterAction user who initiated one of these tickets. To view a list of users who initiated the change, choose View. To send a user an email, highlight the name of the user then choose Send Email.

NOTE If you want to send an email message to the ticket initiator displayed in the By field, simply choose the Email link.

Sending an Email Message to a Ticket Originator When Multiple Originators Exist

[A] Choose View to view the list of InterAction users who initiated the tickets.

[B] To send an email to a user, first choose the user in the list.

[C] Choose Send Email to send an email to the highlighted user.

Choosing the Send Email button does not send an email message to multiple InterAction users at once. However, you can edit the To line in your PIM to include additional email addresses.

Information Included in the Email Message

When you send an email message to the InterAction user who initiated the ticket, the following information is included in the message by default. You can edit the information before sending.

TIP You will want to add more information to the email than what is included by default. For example, if you suspect the information in the ticket is outdated, you may want to ask the user where the information was obtained or how reliable/recent it is.

Email Section	Information Displayed/Included
To line	This line displays the email address of the InterAction user who initiated the Data Change Management ticket.
From line	This line displays the Business email of the data steward who rejected the ticket. If no Business email address exists, then InterAction searches for an email address in these fields (in the following order): Business2, Alternate Business, then the email address on the user record.
Subject line	The following text displays on this line: “InterAction Change: ‘<Contact Name>’ - <Field> Changed”
Message Body	The following text displays: This message concerns a change made to the contact '<Contact Name’>: Contact: <Contact Name> Summary: <Field Changed> Changed Change Date: <mm/dd/yyyy> Changed To: <The user’s suggestion for the field> Changed From: <Previous value of the field>
Ticket Summary	If the user initiated other tickets for the contact, a ticket summary section displays at the bottom of the email message. This section includes ticket summaries for all other tickets initiated by the user except the following: • Notify • Outdated Possible Company, Contact Type, and Marketing List tickets • New Contact Created • Possible Duplicate • Data Conflict (unless the Email link was chosen from a Data Conflict ticket) • Unassociated Company The above tickets are excluded from the email because they are created for data management purposes only and are not relevant to end users.