In the Web Client, any changes that a professional makes to a contact that are set as Submit or Review by the rule set that governs the contact are directed to one or more data steward’s Data Change Management Inboxes for evaluation and processing. Data stewards may also receive tickets in their Inboxes because a rule set specifies that other data stewards should be notified when a ticket is completed, or because a Web Client user sent a user request. Using the Inbox, data stewards can process these tickets in an orderly fashion.
Data stewards can easily process tickets from within the Inbox and be immediately notified of any follow-up actions they may need to accomplish. When a ticket requires more complex processing, such as merging duplicate contacts, the Inbox offers quick access to the appropriate feature.
Depending on how many Data Change Management groups a data steward is in and whether the data steward has data manager privileges, each data steward may have access to several Inboxes.
Best Practices for Reducing Data Change Management Tickets
Providing professionals with high quality contact data is an important objective for any organization. Those who are accountable for maintaining data quality are often challenged with limited time and resources for data maintenance.
If your data quality team is overwhelmed with Data Change Management tickets, you may need to evaluate your InterAction configuration and your strategy for maintaining data quality. InterAction provides useful out-of-the-box Data Change Management settings, however you may need to modify them to meet the needs of your organization.
For information on exploring different ways to reduce the number of tickets that are sent to Data Change Management while making the tickets that are sent more meaningful to your organization, see the Recommendations for Reducing Data Change Management Tickets best practice document on the InterAction Support site.
Opening the Data Change Management Inbox
To access the Data Change Management Inbox, log on to the InterAction Windows Client and choose an option from the menu bar:
- Tools > Data Change Management Inbox - By Ticket to view and resolve tickets individually
- Tools > Data Change Management Inbox - By Contact to view and resolve tickets by contact
For more information on which Inbox to use, see Should I Resolve Tickets by Ticket or by Contact?
If a data steward is a Data Change Management user or is a member of a Data Change Management group, the Inbox displays the user’s Inbox with any assigned tickets.
Data stewards that are not Data Change Management users or members of a Data Change Management group can still open the Data Change Management Inbox, however, they are not able to perform any actions because no tickets are assigned to them.
Opening the Data Manager Inbox
If a data steward is a Data Change Management user and has the data manager privilege set, the user can open the Data Manager Inbox by choosing View > Data Manager Inbox from the Data Change Management Inbox.
For more information on giving a data steward data manager privileges, see Setting Data Change Management Data Managers.
This Inbox displays all tickets that have a status other than complete. Data managers can process any ticket in the Data Manager Inbox even though it may be assigned to another user or group. For more information about data managers, see Setting Data Change Management Data Managers.
Switching Data Change Management Inboxes
Users with data manager privileges have access to all user and group Inboxes. Users without data manager privileges have access to their own Inbox and to the Inboxes for any groups in which they are a member. For example, Lisa Short is a Data Change Management user without data manager privileges. She is a member of the Client Administrators group, which is a Data Change Management group. Because of this, Lisa Short has access to two Inboxes - Lisa Short’s Inbox and Client Administrator’s Inbox.
Each user’s Inbox view lists all tickets assigned directly to him or her and all tickets assigned to any groups of which the user is a member. For example, Lisa Short’s Inbox displays all tickets assigned to Client Administrators and any tickets assigned directly to her.
To filter the list of tickets a user is currently viewing, he or she can switch to a different view. For example, if a user is a member of three groups, switching to the Inbox view for one group filters out all other tickets except for those assigned to that specific group.
Switch Inbox Views
- Log on to the InterAction Windows Client.
- Choose an option to access the Data Change Management Inbox:
- Choose Tools > Data Change Management Inbox - By Ticket to access the ticket list.
- Choose Tools > Data Change Management Inbox - By Contact to view tickets by contact.
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Choose View > Switch Inbox View.
- Select the Inbox you wish to view and choose OK.