Participants and Roles

Learn about participant's and roles assigned to them in Aurea CRM.

Participants can be added to records in several info areas in Aurea CRM web, e.g. to tickets, service contracts, installed bases, properties, opportunities etc. The participants are assigned roles, e.g. as a contact person or end customer. Depending on the info area the participants are added to, additional information can be entered, for example you can enter the attitude or position of an opportunity participant.

Your administrator is responsible for determining which participants are added automatically to which info areas.

Different roles can be defined for participants. Some roles are predefined in the default version, e.g.:

  • Ticket: Contact partner, end customer and billing address
  • Service Contract: Billing address and service contractor
  • Installed Base: Location

Participants can also be added to properties, opportunities, offers, orders, offer items, order items, service contract items and installed base items.

For example, if you assign a ticket participant the role of contact partner and uncheck Inactive (i.e. set the participant to active), the participant is automatically entered in the Contact Company or Contact Person field in the ticket.

If you add a further ticket participant with the same role of contact partner, the previous participant is not removed. The previous contact partner continues to be displayed, however the Inactive check box is enabled indicating that the participant is no longer active. The values in the Active from and Active to fields are entered automatically based on when the Inactive check box is enabled or disabled. This allows you to track who was active in which role in which process.

Depending on the info area, newly added participants are automatically set as the active participant in that role, i.e. the Inactive check box is unchecked.

Your administrator can define how roles and participants are handled in Aurea CRM web:

  • Which roles are available in which info areas
  • Whether participants are automatically transferred to child info areas
  • Whether you are allowed to add participants
  • etc.

In the default version of Aurea CRM web, all participants entered for a service contract are also automatically copied to service offers along as any items.

You can delete individual participants.

Adding Participants

To add a new participant:

  1. Switch to the record (e.g. ticket, service contract, installed base, opportunity, offer, order) you want to add a new participant to.
  2. Click on (New Participant) on the Participants tab under related data or select New > Participant from the context menu. The New Participant wizard is started.
  3. Choose whether to add a company, person or record in your favorites as the new participant. Once you have selected the desired record, enter the participant’s role.
  4. Depending on the info area you are adding the participant to, you can enter additional information concerning the participant, e.g. their position at their company.
  5. Depending on the info area the new participant is displayed in the list of participants and is set to the active participant for the selected role. If another participant was previously assigned to this role, the Inactive field is enabled in the previously assigned participant record, setting the previous participant to inactive.
    Note: Only one participant can be active in a specific role. Your administrator can determine whether you are allowed to add additional participants.

Changing the Status of Participants

Participants (e.g. in tickets, service contracts or installed bases) may change over time, for example if a contact person leaves the company they work for.

By setting participants to inactive, the participant continues to be stored and can later be set to active again if necessary.

To change a participant’s role:

  1. Switch to the desired record and switch to the Participants tab.
  2. Enable the Inactive check box in the list view for those participants whose status you want to change, see Editing Records in List View.
  3. Disable the Inactive check box for the participant who should be set as the active participant in their role.
    Note: Only one participant can be active in a specific role. Your administrator can determine whether you are allowed to add additional participants.