Resource Dynamics, Inc.

Tele-Support HelpDesk Hot Tips

Re-LINK Feature:

This works two ways, you can either re-link to the existing contact record (ie contact_id broke) or re-link an inquiry to a new contact record.

FIX a link:

In some cases, the unique contact_id will break between your contact manager and the HelpDesk inquiry.  You may receive a warning message, The conact record assigned to this inquiry could not be vound in associated contact manager used with HelpDesk.  Perhaps the contact record has been deleted or the field linking this inquiry to the contact record has become corrupted.  You may open the inquiry for editing but no changes will be made to the contact manager records, including contract tracking information (if you have the feature active).  Only information made to inquiry record fields will be saved. With the relink option enabled and you have the security right, you can right click on the inquiry from the main queue and re-link.  A Inquiry Search screen (similar to the New Inquiry Search screen) will be displayed.  If company A is broke, you will search for company A.  Select company A from the results returned and click the re-link button.

CHANGE a Link:

In some cases, a User may have created an inquiry for company A and should have been for company B.  Using the re-link option, gives you the ability to change the unique contact_id associated with the inquiry.  You can right click on the inquiry from the main queue and re-link.  A Inquiry Search screen (similar to the New Inquiry Search screen) will be displayed.  If company A is incorrect, you will search for company B.  Select company B from your results returned and click the re-link button.

Note using the re-link to change a link will NOT change any contract tracking or activitiy data already written to the original contact manager record.  Any user that uses the re-link option for this purpose will be responsible to manually adjusting contract tracking and/or activity data. 

Applicable to HelpDesk version 4.0 +

Option must be enabled through Contact Manager, Advanced Preferences

User Right must be enabled to use the Re-Link option.

Applicable to HelpDesk version 4.0.0+