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Multiple Primary Contacts

  • 1.  Multiple Primary Contacts

    Posted Feb 17, 2012 06:17 PM
      |   view attached

    I've noticed a couple times that a worker has somehow been added as a primary contact along with the actual primary contact.  In the attached screenshot Allan was the submitter and somehow is now also a primary contact.  Does anyone know the cause of this?



  • 2.  RE: Multiple Primary Contacts

    Posted Feb 18, 2012 04:22 PM

    Hi Brian,

     

         Do you know after what action that this flipped on?  Also, which version of SD?

     

    Thanks,
    Jamie



  • 3.  RE: Multiple Primary Contacts

    Posted Feb 20, 2012 02:06 PM

    Hi Jamie,

    No, I haven't been able to find out what action was performed that made this happen.  Im on SD 7.1 SP1.



  • 4.  RE: Multiple Primary Contacts

    Broadcom Employee
    Posted Feb 21, 2012 02:16 AM

    You can check the 'Primary contact' checkbox when adding contacts to an incident. Generally, I would strongly recommend against it as multiple primary contacts tends to mess up some of the reporting.



  • 5.  RE: Multiple Primary Contacts

    Posted Feb 21, 2012 02:40 PM

    How can I make duplicate contacts not possible? If it is not possible this should be addressed in future updates.

    I have noticed that my users will forget when adding a contact that they want to make a contact primary but forget to check the 'Primary contact' box and go back in to change it and now you have two of the same.



  • 6.  RE: Multiple Primary Contacts

    Posted Feb 28, 2012 11:39 AM

    We have an issue related to this. When a ticket is resolved, it seems that the submitter always receives the Customer Survey even if another primary contact has been added to the ticket. Is it possible to prevent this and send the Customer Survey to the primary contact instead of to the submitter?



  • 7.  RE: Multiple Primary Contacts

    Broadcom Employee
    Posted Feb 28, 2012 11:56 AM

    skillerj, you can not make duplicate contacts not possible (sorry for double negative, my English seems to suffer from a little fatigue in the evening). I do not remember what the reasoning was but this exact question has been brought up and it has been said that the possibility of having multiple primary contacts is by design.

    A little note about actually having multiple primary contacts - as reports are based on queries that get unique rows from each column, multiple primary contacts do mess up reporting. The worst place is dashboard - if you look at dashboard reports (including the ones behind graphs), practically all of these include a column for (primary) contact. It's all fine until you actually have multiple primary contacts, it counts for two rows and you will suddenly have two rows for one ticket. To get around this, you can remove the contact columns from the report.

    H, Oropeza, Submitter getting a Customer Survey is apparently working as documented. It has been brought up before and it should not be a difficult change. Customer Survey is in SD.IncidentManagement workflow, model named something like CustomerSurvey, Submitter variable needs to be replaced by AffectedUser in a couple of places. I will try and look up the steps tomorrow morning (morning GMT time) and add these here.



  • 8.  RE: Multiple Primary Contacts

    Posted Mar 07, 2012 10:38 AM
      |   view attached

    I wrote a couple SQL triggers for handling Primary Contacts because the multiple Primary Contacts feature was causing multiple rows in our reports, and because I felt that the words "Multiple" and "Primary" should not be used in the same sentence. 

    The first trigger removes the IsPrimary value from the original Primary Contact after a new Primary Contact is added.  The second trigger prevents someone from removing the only Primary Contact, which was necessary after giving our technicians access to remove Contacts from the All Contacts web part. 

     

    USE [ProcessManager]

    GO

    SET ANSI_NULLS ON

    GO

    SET QUOTED_IDENTIFIER ON

    GO

     

    -- This trigger prevents a technician from adding more than one Primary Contact

    CREATE TRIGGER [dbo].[trg_rpc_insert_audit_primarycontact]

    ON [dbo].[ReportProcessContact]

    AFTER INSERT

    AS

    UPDATE dbo.ReportProcessContact

    SET ReportProcessContact.IsPrimary = 0

    FROM dbo.ReportProcessContact AS RPC

    INNER JOIN inserted AS i

    ON RPC.SessionID = i.SessionID

     

    WHERE RPC.ReferenceID <> i.ReferenceID

    AND RPC.IsPrimary = 1

    AND i.IsPrimary = 1

    GO

    -- Prevents a technician from deleting the only Primary Contact

    CREATE TRIGGER [dbo].[trg_rpc_delete_audit_primarycontact]

    ON [dbo].[ReportProcessContact]

    AFTER DELETE

    AS

    INSERT INTO ReportProcessContact

    SELECT *

    FROM deleted

    WHERE IsPrimary = 1;

    GO



  • 9.  RE: Multiple Primary Contacts

    Posted Mar 07, 2012 02:09 PM

    Will this update currently open tickets, or just ones you open in the future?



  • 10.  RE: Multiple Primary Contacts

    Posted Mar 07, 2012 03:39 PM

    I figured out how this is happening.  When a technician reopens a closed or resolved incident, they are added as a primary/submitter contact.  Any ideas on how to change the workflow?



  • 11.  RE: Multiple Primary Contacts

    Broadcom Employee
    Posted Mar 09, 2012 09:28 AM

    1. Edit the following component:
    SD.ReopenIncident workflow > Primary model > Submit Incident Component (1.10) component (in the middle of the model)

    2. Configuration tab > inputs section > SubmittingContact > ...

    3. Edit the mapping assignments

    4. Change the IsPrimary value from True to False.

    There are 2 screenshots attached to help with the steps.



  • 12.  RE: Multiple Primary Contacts

    Posted Mar 09, 2012 09:48 AM

    The triggers prevent multiple Primary Contacts on future tickets, but also enable you to manually update existing tickets.

    Open an existing ticket, delete the contact that you want to keep as the Primary, then re-add the contact as the Primary. 

    Below is a script that locates all tickets that have more than one Primary Contact: 

     

    use ProcessManager

    select distinct sdim.process_id

    from ServiceDeskIncidentManagement sdim

    join ReportProcessContact rpc

    on sdim.session_id = rpc.SessionID

     

    where SessionID in

    (

    select SessionID

    from ReportProcessContact rpc

    where IsPrimary = 1

    group by SessionID

    having (COUNT (IsPrimary)) > 1

    )



  • 13.  RE: Multiple Primary Contacts

    Posted Mar 21, 2012 12:38 PM

    Where can I make a change so the resolution provider does not get marked as a primary contact?