The procedure to update the details of a contact in a feedback case is as follows:
- Using the Advanced search spy-glass (
), select Feedback Case as the Search for and Search by category, and enter the Case ID as the search criteria 
1.
- With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Feedback Case Details window is displayed.
- Click on Contacts. The Contacts tab is activated, revealing a list of all contacts and contact groups associated with the feedback case in the Case Contacts summary table.
- Double-click on a row containing the desired contact or contact group to be updated. The Feedback Case Contact window is displayed.
- Ensure that the Prime Contact tick box is activated to reflect the required status of the assigned contact (or contact group), as required 2.
- Alternatively, where the assigned contact (or contact group) represents an association, ensure that the Associated Person tick box is activated, choosing the corresponding Association Type from the drop-down list and entering contextual information in the Association Details field.
- Amend the Effective from date for this contact (or contact group), as required i.e. the date on which their link to the feedback case became active 3.
- Amend the Effective to date to automatically deallocate the assigned contact (or contact group) on a specific date in the future; a blank field means the link to the feedback case will be continually valid.
- Click on Save. The applied changes are reflected in the Case Contacts summary table.
Note
1 Additional search criteria may need to be employed (e.g. start and end date ranges, business area, stage, company, status) to ensure that the correct feedback case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.
2 This status can only be transferred from one contact record to another, and is achieved by activating the Prime Contact tick box for an alternative contact (or contact group) i.e. system validation rules ensure that it cannot simply be deactivated from the record in current focus.
3 The Effective from date defaults to the current system date and cannot be left blank.
See related topics...
Feedback contact management overview
To add a new contact to a feedback case
Using the search facility
