Automatic Contact Creation

Jason He Updated by Jason He

Automatic Contact Creation settings can be found under System > Authentication > Contact Auto Creation

DeskDirector has a mechanism to automatically create contacts. This provides our customers with an easier onboarding option.

To automatically create a contact, DeskDirector needs to first figure out which company the contact should be created under. We will use 1 of 2 methods for checking this, each with their own separate article:

Normally, active directory or email domain are enough to easily identify the company, but there are scenarios where it does not apply.

  1. Multiple companies share the same account Active Directory SID.
  2. Company doesn't have email domain (e.g. contacts using a generic @hotmail.com domain)
  3. Multiple company branches

Because of system limitations, it is hard to achieve branch isolation within Autotask or ConnectWise. One recommended practice is to create different companies for each branch under a parent company.

In this scenario, those branch companies share the same account security identifier and email domain. To be able to cover those scenarios, DeskDirector provided several rule sets to decide what to do when automatically generating a contact.

Automatic Contact Creation Rules

The following rules are found under System > Authentication > Active Directory
1. Match company domain SID (with contact creation)

Sign in and creation uses Active Directory as the primary decision-making.

When signing in, if there are multiple contacts with same email address, Active Directory will be used to find the contact with matching company, then the most related contact will be used as authorized user.

If a user does not exist, we will create the contact under the company with same SID. If there are multiple companies that matches the SID, then we will find the most relevant by using email domain match.

2. Match company domain SID (without contact creation)

This setting is similar to the rule beforehand, but the difference is automatic contact creation is disabled.

3. Match company domain SID and email domain (with contact creation)

This rule set applies to both contact creation and sign in.

In this rule, DeskDirector will look for existing contacts which have matching SID and email domain. If none exists, a contact will be created in the most likely company. Contact's company that match with both SID and Email Domain is preferred over others.

Our system will find the company with both SID and Email Domain. If there no companies that match both of them, but only match one of them, contact will not be automatically created.

When there are multiple contacts with same email address on login, our system will rank each contact and select the highest rank for which contact to use.

4. Match company domain SID and email domain (without contact creation)

In this rule, DeskDirector will look for existing contacts which have matching SID and email domain.

This is same rule set as the one beforehand, however automatic contact creation is disabled.

5. Match company domain SID for sign in, match company SID and email domain for contact creation

This rule looks for an existing contact in companies with matching SIDs as the user's. If it does not find one, it will look for for contacts in companies with matching email domains. If none is found, the contact is created in the company that has matches both SID and email domain.

When multiple companies has same SID

This is special scenario, for this case, we can use Custom SID (advanced) to cover that case.

How did we do?

Adding a VIP Priority via the Admin Console

Setting Reopened Ticket Status

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