Contacts From Active Directory

With this configuration option, the corporate Contacts folder is driven from your organization's Active Directory.  These contacts can be attached to projects and tickets to identify the customer and automate the setting of email addresses for email notifications.   

New Contacts cannot be added via TeamHeadquarters: they must be added through Active Directory.

 

Using the Filters to Find A Contact

The list of contacts on this page is limited to a maximum (usually 1000) to avoid unnecessarily large downloads.  The Filters option is provided as a way of finding contact information quickly.

  1. Open up the filters by clicking on the Filters link.

  2. Note that the filters selected are all applied together.  The more filter fields used, the less results you can expect to have returned.

  3. The Refresh link is used to re-build the list after you have made changes to the filter. This can also be done by clicking back on the Filters link.

  4. First Name, Last Name, Email, City/State/Province are used for full or partial matches on content within these fields.  Note that the "*" delimiter is added to the appropriate fields by TeamHeadquarters on your behalf for partial word matching.

 

Managing Licensing by Changing the Contact State

Starting with Version 6.1, the Contact State is used to control licensing:

  1. Licensed User represents a fully licensed user for TeamHeadquarters and the Customer Portal.

  2. Contact with Portal represents a licensed user of the Customer Portal only.  These users cannot log into the main TeamHeadquarters site, but they can log into the Customer Portal and can interact via the Email Agent.

  3. Contact represents a Ticket or Project contact who can interact with your agents via the Email Agent.

  4. The Inactive state represents a contact who is retained for record keeping purposes but cannot log in or be listed on a Ticket or Project.

 

Customizing Your Columns on the Contact List

The columns shown on your list of contacts can be customized through a right-click menu:

  1. Right-click on the column headers.

  2. You will see the currently-displayed column names shown with check marks beside them.

  3. To add or remove a column from the display, click on the column name on the right-click menu.

  4. Click the Apply button.