Re: Contact vs Customer
Customer is the person that requires service. The contact is used if an alternate person should be contacted. Example: An executive has an issue. The executive is the customer. If the exec has an assistant or secretary, the assistant is the contact. This allows support personnel to know the incident is for an executive and allows the tech to know who to contact regarding the issue. If the customer should be contacted directly, then there's no reason to duplicate data by entering both the customer and contact fields. Jason On Feb 4, 2010, at 8:09 AM, Chowdhury, Tauf tauf.chowdh...@frx.com wrote: Nieri, Out of the box, the Contact tab does not get populated, however the Customer information is required. Perhaps you have some customization set which enters the contact info based on some criteria? Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Gianluca Nieri Sent: Thursday, February 04, 2010 7:27 AM To: arslist@ARSLIST.ORG Subject: Re: Contact vs Customer Thank you. But why sometimes contact is populated with customer while sometimes contact remains free? Which is the logic? Thanks, gian On 2/4/10, Gianluca Nieri gianl...@gianlucanieri.com wrote: Hi all, just an information: wich is the difference in Incident Management between Contact information and Customer information? Contact information is not alway filled even if Customer information is populated. Do you know if there's a field for Customer (and non contact) email? Regards, Gian -- G I A N L U C A N I E R I 3, Via Niccodemi - 20156 Milan - Italy (I) Office: +39 02 36 51 16 27 Mobile: +39 347 58 44 658 Fax: +39 02 99 98 43 38 Email/Msn: gianl...@gianlucanieri.com Web: http://www.gianlucanieri.com Skype: gianlucanieri LinkedIn: http://www.linkedin.com/in/gianlucanieri Facebook: http://www.facebook.com/gianx ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Contact vs Customer
Customer is the person encountering the Incident Contact is the person to call since the customer may be the company CEO and will not be contacted directly. -Original Message- From: Gianluca Nieri gianl...@gianlucanieri.com To: arslist@ARSLIST.ORG Sent: Thu, Feb 4, 2010 6:02 am Subject: Contact vs Customer ** Hi all, just an information: wich is the difference in Incident Management between Contact information and Customer information? Contact information is not alway filled even if Customer information is populated. Do you know if there's a field for Customer (and non contact) email? Regards, Gian _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Contact vs Customer
Thank you. But why sometimes contact is populated with customer while sometimes contact remains free? Which is the logic? Thanks, gian On 2/4/10, Gianluca Nieri gianl...@gianlucanieri.com wrote: Hi all, just an information: wich is the difference in Incident Management between Contact information and Customer information? Contact information is not alway filled even if Customer information is populated. Do you know if there's a field for Customer (and non contact) email? Regards, Gian -- G I A N L U C A N I E R I 3, Via Niccodemi - 20156 Milan - Italy (I) Office: +39 02 36 51 16 27 Mobile: +39 347 58 44 658 Fax: +39 02 99 98 43 38 Email/Msn: gianl...@gianlucanieri.com Web: http://www.gianlucanieri.com Skype: gianlucanieri LinkedIn: http://www.linkedin.com/in/gianlucanieri Facebook: http://www.facebook.com/gianx ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Contact vs Customer
Nieri, Out of the box, the Contact tab does not get populated, however the Customer information is required. Perhaps you have some customization set which enters the contact info based on some criteria? Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Gianluca Nieri Sent: Thursday, February 04, 2010 7:27 AM To: arslist@ARSLIST.ORG Subject: Re: Contact vs Customer Thank you. But why sometimes contact is populated with customer while sometimes contact remains free? Which is the logic? Thanks, gian On 2/4/10, Gianluca Nieri gianl...@gianlucanieri.com wrote: Hi all, just an information: wich is the difference in Incident Management between Contact information and Customer information? Contact information is not alway filled even if Customer information is populated. Do you know if there's a field for Customer (and non contact) email? Regards, Gian -- G I A N L U C A N I E R I 3, Via Niccodemi - 20156 Milan - Italy (I) Office: +39 02 36 51 16 27 Mobile: +39 347 58 44 658 Fax: +39 02 99 98 43 38 Email/Msn: gianl...@gianlucanieri.com Web: http://www.gianlucanieri.com Skype: gianlucanieri LinkedIn: http://www.linkedin.com/in/gianlucanieri Facebook: http://www.facebook.com/gianx ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Contact vs Customer
If the Incident was created from the requester console the contact is populated with the requester. -Original Message- From: Gianluca Nieri gianl...@gianlucanieri.com To: arslist@ARSLIST.ORG Sent: Thu, Feb 4, 2010 7:26 am Subject: Re: Contact vs Customer Thank you. But why sometimes contact is populated with customer while sometimes contact remains free? Which is the logic? Thanks, gian On 2/4/10, Gianluca Nieri gianl...@gianlucanieri.com wrote: Hi all, just an information: wich is the difference in Incident Management between Contact information and Customer information? Contact information is not alway filled even if Customer information is populated. Do you know if there's a field for Customer (and non contact) email? Regards, Gian -- G I A N L U C A N I E R I 3, Via Niccodemi - 20156 Milan - Italy (I) Office: +39 02 36 51 16 27 Mobile: +39 347 58 44 658 Fax: +39 02 99 98 43 38 Email/Msn: gianl...@gianlucanieri.com Web: http://www.gianlucanieri.com Skype: gianlucanieri LinkedIn: http://www.linkedin.com/in/gianlucanieri Facebook: http://www.facebook.com/gianx _ __ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Contact vs Customer
Thanks everybody, now it's ok! On Thu, Feb 4, 2010 at 3:29 PM, Roger Justice rjust2...@aol.com wrote: If the Incident was created from the requester console the contact is populated with the requester. -Original Message- From: Gianluca Nieri gianl...@gianlucanieri.com To: arslist@ARSLIST.ORG Sent: Thu, Feb 4, 2010 7:26 am Subject: Re: Contact vs Customer Thank you. But why sometimes contact is populated with customer while sometimes contact remains free? Which is the logic? Thanks, gian On 2/4/10, Gianluca Nieri gianl...@gianlucanieri.com wrote: Hi all, just an information: wich is the difference in Incident Management between Contact information and Customer information? Contact information is not alway filled even if Customer information is populated. Do you know if there's a field for Customer (and non contact) email? Regards, Gian -- G I A N L U C A N I E R I 3, Via Niccodemi - 20156 Milan - Italy (I) Office: +39 02 36 51 16 27 Mobile: +39 347 58 44 658 Fax: +39 02 99 98 43 38 Email/Msn: gianl...@gianlucanieri.com Web: http://www.gianlucanieri.com Skype: gianlucanieri LinkedIn: http://www.linkedin.com/in/gianlucanieri Facebook: http://www.facebook.com/gianx _ __ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are -- G I A N L U C A N I E R I 3, Via Niccodemi - 20156 Milan - Italy (I) Office: +39 02 36 51 16 27 Mobile: +39 347 58 44 658 Fax: +39 02 99 98 43 38 Email/Msn: gianl...@gianlucanieri.com Web: http://www.gianlucanieri.com Skype: gianlucanieri LinkedIn: http://www.linkedin.com/in/gianlucanieri Facebook: http://www.facebook.com/gianx ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
