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How do I link my Heldesk account to a new e-mail address and what happens to my old tickets when I do?
Posted by Mark Kidger, Last modified by Mark Kidger on 09 October 2018 09:16 AM
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Helpdesk tickets are linked to your registered e-mail address. This means that the replies will always go to that address until you change it. You can change your e-mail as explained in the following page, under "Edit your user profile": When you change your e-mail address, all new tickets that you open will be linked to your new e-mail. Old tickets though will continue to be linked to the address with which the ticket was opened, as a ticket cannot be "owned" by two e-mail addresses and thus, by two separate people in the registration system (this is a basic security feature that ensures that your correspondence within Helpdesk can only be seen by you and by HSC personnel). So, if you open a ticket, then change your registered address and try to respond to the ticket again by clicking on the link in the e-mail reply, the system will get confused and refuse you access. You can still see your tickets and respond to them by entering directly in the user interface with your username and password and, can, if necessary re-submit a ticket using your new credentials to link it to your new e-mail address and continue corresponding. | |
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