Add New Contact to Existing Customer (Including Email Setup)

Add New Contact to Existing Customer (Including Email Setup)

  • Use one ticket per new contact. Do not put two contacts on the same ticket.

It's not recommended to clone this ticket unless you're very confident that the "new user form" email will get send correctly to the authorization contact. It's safer to create a new ticket for additional contacts. 

  • Use ticket category "Administrative Change/Request" . Use ticket template 0001, "[Current Customer] Add New Contact/User for RMM customer ." (This ticket template can be used for a new Office 365 or new Exchange GGIT user.


  • A checklist item in this ticket template instructs resource: “From the Checklist Library, add either the "Add New Office 365 User" checklist or the  "Add New GGIT Exchange User" checklist, depending on Customer.” (If we are not responsible for creating the mailbox for the new user, don't add this checklist.) 

After the contact has been set up: 
  • There is a note template to send the user the initial mailbox instructions. (Template GGIT-280.) The description on the note say to choose the correct notification template based on the type of email (Exch or Office 365). 
  • There is a note template (GGIT-282T) to send the user a welcome message with important details about IT services. Before sending this note, you must choose one of the three notification templates (no help desk, 24/7 HD and biz hours HD). You choose the notification template from within the ticket note. Carefully follow the instructions in the ticket note template.


If resource carefully follows the instructions in the note template, everything should be fine.



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