CA Service Management

Hi,

How do I create ticket with inactive affected end users? I want to list inactive contacts on ticket's AEU lookup.

Thanks,

Cansu.

Hi Cansu,

OOTB only active contacts can be selected when creating a ticket. What is the business case for logging tickets against inactive contacts?

See also a similar thread: Use of inactive user in ticket

Kind Regards,

Brian

I agree with Brian on this one... As per the ITIL standards, one would not log a ticket against an inactive contact, as that contact would not get any notifications, nor would they be able to log in and see that ticket, so it doesnt make logical sense.

@Cansu - can you provide a business case for this one so we can get a better understanding of the need?

Thanks,

Jon I.

Hi to all,

Our customer is Vodafone Turkey. We've upgraded their system from 12.6 to 14.1 last week. They were able to do this before.

Business case is following:

Vodafone says that;

"Our residential inactive customers calls and try to open cases about billing problems after deactivation. And for the regulatory issues we have to open cases."

Thanks,

Cansu.

Yeah thats a tough one - I dont think there is any way to revert that behavior at the moment.

Suggestion - don't make the Contacts "Inactive."

Instead, leave the Contacts as "Active", HOWEVER, add a new custom field called "zCustomerStatus" (or something), which you use to track whether they are "active for billing" or not.

This will let you:

* Create the tickets that you need

* Keep the out-of the-box behaviour of the Active/Affected End User fields.

* Be able to report on this specific, more business meaningful field.

* Be able to have multiple values here apart form "Inactive" or "Active." Management may decide on a "VIP" or "Suspended" or any other graduation of customer service level.

Other than that, you could try our customisation team.

Thanks, Kyle_R.

fully agree, You can either also just create a special handling for those users so the servicedesk is warmed for such user

Hi melis.yazici - Did Kyle_R 's response help answer your question? If so please mark as Correct Answer. Thanks!