Overview

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Customers that are UCSD students, staff, or faculty will have pre-loaded customer data in the system. Sometimes, however, those customers may email from a personal account, such as 'student@gmail.com'; in other cases, the customer may be a vendor or outside contact. In these cases, the agent will need to create a guest contact record. 

Agents CANNOT create guest account with an @ucsd.edu domain. If you are having problems finding an account of a UC San Diego student, staff, or faculty, please use the global search to look for alternate spellings of their name or emails registered to them. If it is a new hire or new admit, please give the system 48 hours to sync with their data. If the person has access to their UCSD email but doesn't exist in the system yet, you can add this UCSD email to the external watch list.

 

Background

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A guest is an outside contact or vendor, someone who is not registered in the system as a UCSD student, staff, or faculty member.

Some staff, especially P affiliates (post docs) will be registered as guests because they will not be classified as employees or students in the system.

Examples of Potential Guest Contacts
Incoming students Alumni Parents Extension students Postdoc Scholars (anyone with a P affiliation) A student that may not be pulled into the financial/student systems correctly

 

When to create a guest contact	When not to create a guest contact
When a contact doesn't exist When an affiliate doesn't exist in the system	If a person contacts you from a different email and is able to provide PII about their ucsd email address. In this case, attach the case to the main contact. If the guest insists to be contacted at the specific email, the email can be added to the external watch list

How to create a guest contact

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There are 3 ways to create a contact.

Creating a contact from the sidebar navigation

1. 1. Navigate to Case → Customer → Contacts
   2. Select 'New'
   3. Populate the Contact Details
   4. Save the record.

Creating a contact from a case that doesn't have the contact field filled out.

1. 1. Open a case → Click the "+" button next to the customer field
   2. Populate the contact details
   3. Click Submit.
   4. The contact will auto populate on the case contact field

Creating a contact from a case after searching for it.

1. 1. Open a case → Click the "magnifying glass" next to the customer field
   2. Click New (after trying to search for the contact)
   3. Populate the Contact details
   4. Click Submit
   5. The contact will auto populate on the case contact field

After their UC Path data has already been submitted and confirmed, it will take a maximum of up to 3 days for guest contacts to have their ServiceNow accounts created for them. This process is usually automatic and both their UC Path and ServiceNow accounts will be set up for them before their official start date.