Add, edit, and remove record contacts

You can associate one or more contacts with a record. Depending on your user privileges, you may also be able to look up a contact from your reference database and add all the reference contact information to your record. If you cannot find the reference contact you want to add, you have the option to create the reference contact right away.

To add a contact to a record from reference contacts

1. From the desired page, find and open the desired record.

2. Select the Contacts tab.

3. Hover over the Manage contacts button and select Look up.

4. Enter search criteria as needed to find the contact you seek, then select Submit. You can search reference contacts by contact standard fields, contact activities, or contact addresses. See Contacts details for field definitions.

   Note: Civic Platform ignores the type information when performing the search, because users can add reference contacts of any type to records in various roles (transaction contact types).

5. Do one of the following:

   • If the search results contain the contact(s) you want to add, select the contact you want to add and select Select.

   • If the search results do not contain the contact you want to add, select Close matches to retrieve close match contacts (see Look for close matches).

   • To create a new reference contact, select New in reference. Change the contact type for the newly-added contact as needed. For more information, see Edit a contact on a record.

   Note: If the selected contact has only one contact address, Civic Platform adds the selected contact to the record with its contact address.

   If the selected contact has multiple contact addresses, select the contact addresses to add in the pop-up Contact address look up form and then select Select.

Depending on your user privileges, you may be able to look up an internal user on your staff and associate that user as a contact on a record.

Once added, you can configure that contact to receive email notifications and updates for that record. This gives internal staff such as case workers, investigators, or inspectors the ability to monitor a case as it moves through its life cycle.

To add an internal user as a contact on a record

1. From the desired page, find and open the desired record.

2. Select the Contacts tab.

3. Hover over the Manage contacts button and select Look up staff.

4. Enter search criteria to locate the staff member you want to add.

5. Select Submit.

6. Select the check box next to the contact you want from the results list.

7. Select Select.

8. Complete the required fields and others as needed.

9. Select Submit.

You can add contacts manually to a record. Some agencies restrict users from adding certain types of transactional contacts, preferring that you add them as reference contacts instead. But for cases where transactional contacts are permissible, you can manually add new contacts to a record without creating a reference contact.

To add a new contact to a record

1. From the desired page, find and open the desired record.

2. Select the Contacts tab.

3. Hover over the Manage contacts button and select New.

4. Complete the required fields and others as needed. See Contact detail fields for field definitions.

5. In the Contact address subsection, add the address information for the contact.

6. Select Submit.

7. Do one of the following:

   • Select a contact from the search results, then select Select.

   • Select Close matches to retrieve more close match contacts, select a contact from the new list, and then select Select.

   • Select New in reference to create a new reference contact, complete the fields in the new contact form, and select Submit. You can now select the contact you just created, and select Select.

You can edit contact information on an application or a service request record as needed.

To edit a contact on a record

1. From the desired page, find and open the desired record.

2. Select the Contacts tab.

3. Do any of the following:

   • If you want to change the contact type, select a type from the Type list.

     Note: Different contact types may require different contact template fields and contact addresses. If you change the type, you may lose the template fields and the contact addresses that Civic Platform associated with the old type.

     If Civic Platform requires template fields for the new contact type, Civic Platform prompts you to enter the required information. Accept the message and complete the required information.

   • If you want to edit the contact or contact address details, select the Contact number link for the contact. Edit the fields as needed. See Contact detail fields for a list of field descriptions.

4. Select Submit.

If you remove a contact from the record Contacts tab, the contact no longer displays in the record contacts list. If you deactivate a contact, the contact still displays in the record contacts list, and the contact status becomes Inactive.

To remove or deactivate a record contact

1. From the desired page, find and open the desired record.

2. Select the Contacts tab.

3. Select the check box next to the contact you want to remove or deactivate and do one of the following:

   • To remove the contact

     1. Hover over the Manage contacts button.

     2. Select Remove.

   • To deactivate the contact

     1. Hover over the Manage contacts button.

     2. Select Deactivate.

     3. Enter the contact end date, and then select OK.