The FootPrints
Address Book can be populated with user contact data in a variety of ways:
By
Agents—Contacts
can be entered manually by Agents and Administrators in Address Book or
on the Create
Issue page.
By
Customers—Customers
can enter their own contact information the first time they submit a Request
to the system via the Customer Self-service web interface.
Imported—Contacts can
be imported from a comma-delimited file (see below).
Dynamically—Contact data
can be retrieved dynamically from an external database that is either
LDAP–compliant (such as Microsoft Exchange/Active Directory, Lotus Notes,
SunONE or Novell eDirectory) or SQL–based (such as SQL Server, MySQL,
Access, etc.) using the FootPrints
Dynamic LDAP Address Book Link or the FootPrints
Dynamic SQL Address Book link (available as add–on modules).
Master
Contact Record—Partial
contact data can be entered into a record and the rest of the record can
be populated with data from a Master Contact Record.
This section covers the three administrative methods:
data import,
the Dynamic LDAP Address Book Link, and Dynamic SQL Address Book Link.
Refer to
Using the Address Book and Customer Self-Service for more information
on entering contacts manually.