Adding case contacts

If additional people are to be notified when your open case is updated, you can add them as an additional case contact(s).

Before you begin

Additional case contacts are added on a case-by-case basis.

Procedure

  1. Log on to the SDL Customer Gateway.
  2. Navigate to the case via the My Support tab.
  3. From the Quick Actions menu, select Manage Case Contacts.
  4. Add the additional contact from the Contacts box:
    • To add a pre-defined contact, use the Contacts drop-down box to select their name and click the + button.
    • To add a non-pre-defined contact, use the Additional Email Addresses field to enter their email address and click the + button.
  5. Click Submit to save the changes.

Results

The additional contacts are copied on all future case notifications.

Deleting case contacts

Additional case contacts can be deleted in the Manage Case Contacts screen using the - button against each name.