How to add participants to a CIS Product Support Ticket
Sometimes clients need the ability to share the content of a ticket with another member of their, or another, organization. There are 2 methods of doing so, based on the client’s standing within the CIS Product Support system
Method 1:
If the requested/ desired participant has previously opened a ticket / interacted with CIS Product Support
The reporter/ user who opened the ticket will ask in the body of the ticket to have a new participant added to the ticket and provide the email[s] for this/ these user[s].
CIS Product Support will add the requested participant to the ticket
The CIS Product Support Triage person will verify which users have been associated with the ticket by asking new participants to confirm receipt of the email communication and verifying to the end-user that the participant was successfully added
Method 2:
If the requested/ desired participant has not previously opened a ticket / interacted with CIS Product Support
The reporter/ client who opened the initial ticket will need to ask in the body of the ticket to have a participant added to the ticket and provide the email[s] for this/ these user[s].
The client who opened the original ticket must ask the desired participant to open a ticket themselves.
We ask that the requested participant open a ticket and simply state “please add me as a participant to support ticket ##### opened by whomever, for whatever topic.”
Once the CIS Product Support Specialist handling your ticket opens the ‘add participant’ ticket they will add participant and upon success all added end-users will be able to track the process/ participate.
The CIS Product Support Triage person will verify which users have been associated with the ticket by asking new participants to confirm receipt of the email communication and verifying to the end-user that the participant was successfully added
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