Can I create default contacts for tickets per ticket type?

See the title. We would like to be able to define default contacts per type of ticket.

Tags itsm tickets contacts
Asked by Dawn McIntosh on Thu 9/11/14 5:13 PM
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Answer (1)

Matt Sayers Thu 9/11/14 5:13 PM

Unfortunately we do not have this ability at this time. I have, however, added you as another requestor for an existing request for this functionality.

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Hello,

Do you know if/when this ability will be added to the system? We are looking to automatically add 12 contacts to a specific ticket type and I do not see any way to accomplish this. I've currently added the list of email addresses to the "notify other Email Addresses" section of the ticket type so they're notified when a ticket is initially created, but we would like these individuals to be listed as contacts on the ticket so we are able to select them on ticket updates / comments as well.

Let me know if I should create a new question (as this question is quite old) or just submit it as an enhancement request.

Thanks!
- Jeremy Schneider Thu 6/27/19 3:22 PM
Hello Jeremy, Have you tried simply modifying the *form* that these tickets are being created from and adding the Contacts field? You can set a default value on that Contacts field to include the proper persons so they'll always be added as Contacts. That won't, by itself, cause them to be notified when new tickets are created, but they'll be contacts on the ticket and be available to be notified from the ticket immediately upon it being created. - Mark Sayers Thu 6/27/19 3:43 PM
Mark, Thank you for the suggestion; that is exactly what I needed! I was not aware that there was a 'Contact' attribute. Was this added recently? In any case, I'm good to go! - Jeremy Schneider Thu 6/27/19 4:13 PM
I want to say that this was added to the tool in 10.2 but it might have been 10.1 - Mark Sayers Thu 6/27/19 4:45 PM