Related Contacts

From InSite

Starting with INSITE 3.8.0 each Incident now contains a new related object, incident related contacts, that allows multiple contacts to be associated with a single incident.

Contents 1 Overview 2 Feature Support 2.1 Email to Incident 2.2 Sending Email

Overview

• A Related contact is a new object which has the next fields:

1. A master relationship to the Incident (Parent)
2. Contact lookup field
3. Email field
4. Phone number field
5. Department field (Business Unit)
6. Location field (Business Unit)
7. Mobile phone field
8. Type ( picklist: To, CC, All) field

Note that the only requirements for creating a related contact record are that the parent incident must not be blank, and either a contact or an email address must be specified at minimum. The same default field values used by incident records are applied to related contact records, that is the email, phone, department, location, and mobile are all populated from the information from the related contact record, if applicable.

The Type field is an optional field that is used to denote if the contact is directly related to an incident ("to") or only being copied on communications ("cc").

Feature Support

Email to Incident

The Email to Incident functionality now has support for related contacts as well. To configure this please see: Enabling Email-to-Incident Handling#Related_Contact_Support.

Sending Email

See the Email to Contact Groups article for instructions on how to send email templates to all related contacts of an incident.