Customer Hypercare

[march]

We got the request to mark certain customer (companies) as being in hyper-care (special additional attention is needed for this customer). The idea is that engineer see it easily when managing an incident for that customer.

Is there an OoB functionality available to support this?

I really would like to avoid adding fields etc...

Thank you

Marc

[Jeff Currier · Accepted solution]

With Customer Service Management in London, you can create escalated Customer accounts which will highlight "sensitive" companies. If you are using IT Service Management (this forum), then you could use the VIP flag.  The VIP flag is set per user, not per company, but you could easily do a list update, manual update or a quick script to update all users in a company to VIP status.