If you are setting up your Contacts for the first time, and you have many of them, you may prefer to upload your Contacts list from a spreadsheet using the Upload Files function.
If you are on our Corporate or Enterprise Plan, you also have the option of using our API to add and manage your Contacts.
Log in to the client administration portal
At the client portal log in screen, enter your email address and password to log in.
Set the instance
If your organisation has multiple licenses of CIOPulse, and you are authorised to manage more than one of them, you will be able to switch between these instances.
Choose the instance you wish to work on now using the drop-down list and click the 'Set instance' button.
Select 'Contacts'
Contacts are Support Leads and others that you wish to get alerts and reports from CIOPulse.
To create, edit or delete Contacts, click on 'Contacts'.
This will take you to a list of your Contacts.
Our API can be used to automatically keep Contacts (and Support Groups) in sync with the information in your customer support system. Contacts that have been created by API are highlighted in red in the Contacts list. If you edit or delete these Contacts, the information in CIOPulse may become out of sync with your customer support system.
Administrators will not appear on the list of Contacts. If a Master or Supporting Administrator is also a Support Lead, you will need to add them as a Contact.
A Support Lead that is associated with a Support Group cannot be deleted. Because a Support Group cannot be 'leaderless', you must first assign a new Support Lead to the Support Group before you can delete the old Support Lead.
Adding/Editing a Contact
On the Add/Edit Contact screen you can edit the following information: First Name, Last Name, Job Title, Email and Mobile.
- Job Title is optional. In large organisations it can help to distinguish between people with the same name.
- Mobile number is optional but is required if you'd like CIOPulse to send SMS alerts to this person. Mobile phone numbers must start with a "+" followed by a country code and the phone number with the leading zero removed. No spaces or hyphens are allowed. E.g. The Australian mobile number 0123 456 789 must be entered as +61123456789.
- If you have used our API to create a Contact, the System ID for this Contact will be shown in the ITSM System ID field.
It is important that email addresses and mobile phone numbers are accurate because this information is used for emailing reports and sending alerts.
Once created, Contacts can be associated with Support Groups (Teams or Departments) as Support Leads and Also Alerts.
Editing a Contact
When editing a Contact, an additional field and additional functionality is available:
- Assignments lists the Support Groups that this Contact is assigned to, either as the Support Lead (SL) or an Also Alert (AA).
- The Replace Type field enables you to replace or remove the Contact from all the Support Groups that the Contact is currently assigned to.
- When the Replace Type field is used, the Replace With field tells CIOPulse which Contact to replace the current Contact with.
'Replace Type' can be set to:
- Replace everywhere - Replace this Contact with the 'Replace With' Contact on all Support Groups where this Contact is the Support Lead or an Also Alert.
- Replace as Support Lead - Replace this Contact with the 'Replace With' Contact on all Support Groups where this Contact is the Support Lead. Leave any Also Alerts assignments unchanged.
- Replace as Also Alert - Replace this Contact with the 'Replace With' Contact on all Support Groups where this Contact is the Also Alert. Leave any Support Lead assignments unchanged.
- Remove as Also Alert - Remove this Contact from all Support Groups where this Contact is an Also Alert. Leave any Support Lead assignments unchanged.
