Participants

You can view the list of participants associated with each case. The participants list includes employees and external contacts.

Note:

Participants list can also contain contact information derived from Active Directory. Active directory is supported only in single-tenant configuration.

To view the participants associated with a case
  1. Click Cases to display a list of all cases.
  2. Click the required case from the list.

    The details are displayed in the right pane.

  3. Click the Participants tab to view the list of associated participants for the case.
In the Participants tab, you can do the following:
  • Search for the participants associated with a case using the search field
  • Edit external participants’ contact information by clicking on the Edit icon. Note that you cannot edit employee or active directory records. For information on editing external contacts, see "Contacts (WEB)".
  • View all the cases that the participant is associated with by clicking on the Case icon. For information on viewing case information related to participants, see "Contacts (WEB)".
  • Associate or dissociate external contacts from cases by using the Associate and the Dissociate icons. For information on associating and dissociating external contacts from a case, see "Associating or disassociating participants to a case".
  • Merge external contacts by clicking on the Merge icon. For information on merging external contacts, see "Merge External Contacts".
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