Who is this article for?

Users who need to create Contacts to link to Feedback items.

Create_Contact, Contacts_View_Inactive and View_Contacts permissions are required.

Contacts are records that store personal information of people who raise Feedback items so that you can keep them up to date with updates. This guide will walk you through how to set up and manage them.

1. Contact Permissions

Contact information should be treated with care. GDPR advises that personal data should be stored for the shortest time possible.

Users with Site Administrator permissions are normally allowed to view all data and perform most of the actions in Risk Management. Data and actions associated with Contacts is an exception to this rule.

Site Administrators are not permitted to view and manage Contact data by default, unless they also hold the appropriate Contact permissions:

• Create_Contact
• Contacts_View_Inactive
• View_Contacts

You can find more information about each permission set in our overview of module and site Permissions.

If a Site Administrator needs to edit Contact information within a Feedback item, they would also require "Assignee", "Managed by, or "Administered by" ownership of that Feedback item.

2. Contacts list

To access Contacts:

1. Open the Go To... menu.
2. Hover over 'Feedback'.
3. Select 'Contacts' (under 'Find Items').

You will be taken to a page with a list of all active Contacts on your site.

3. Creating a Contact

To create a Contact:

1. Open the Contacts list.
2. Click 'Contacts▼'.
3. Select 'Add a new Contact'.
   You will be presented with a pop-up modal divided into three tabs.
4. Fill out the information in each tab.
5. Click 'Save & Close'.

No field is mandatory but adding as much information as possible makes it easier to reach out to the Contact as needed to discuss their Feedback.

Clicking on the Contact name will take you to its notebook, where you can view the linked Feedback items in addition to the personal information you entered.

4. Editing a Contact

To edit a Contact:

1. Open the Contacts list.
2. Right-click the row for the Contact you want to modify.
3. Select 'Edit'.
   You will see the pop-up with all information currently available for the Contact.
4. Modify as many fields as you need.
5. Click 'Save & Close'.

5. Merging Contacts

Sometimes you may find that you have two incomplete entries for the same person. To keep your records neat, you can merge them.

To merge Contacts:

1. Open the Contacts list.
2. Right-click the row for the Contact you want to merge.
3. Select 'Merge with another Contact'.
4. Search for the entry you want to merge it with.
5. Select the entry.
   You will be taken to a summary page with information from both Contact entries.
6. Choose the hyperlinked value you want to retain in each row.
   It will automatically be copied into the 'Desired Value' field.
7. Click 'Save'.

6. Deactivating a Contact

To deactivate a Contact:

1. Open the Contact list.
2. Right-click the Contact you want to deactivate.
3. Select 'Deactivate'.
   You will be asked to confirm the action in a pop-up.
4. Click 'Deactivate'.

To reactivate an item, follow the steps above and select 'Reactivate' from the menu.

Automating Contact management
If you want to save resources on manually managing Contacts stored on your site, you can set up automatic deactivation and anonymisation for Contacts that haven't been linked to active Feedback items in a while.

7. Deleting a Contact

To delete a Contact:

1. Open the Contact list.
2. Right-click the Contact you want to remove.
3. Select 'Delete'.
   A pop-up will appear, asking you to confirm.
4. Click 'Delete'.

8. Further reading

• Logging and modifying Feedback items
• Setting up automatic Contact deactivation and anonymisation