263 lines
9.3 KiB
Markdown
263 lines
9.3 KiB
Markdown
---
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stage: Monitor
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group: Respond
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info: To determine the technical writer assigned to the Stage/Group associated with this page, see https://about.gitlab.com/handbook/product/ux/technical-writing/#assignments
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---
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# Customer relations management (CRM) **(FREE)**
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> - [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/2256) in GitLab 14.6 [with a flag](../../administration/feature_flags.md) named `customer_relations`. Disabled by default.
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> - In GitLab 14.8 and later, you can [create contacts and organizations only in root groups](https://gitlab.com/gitlab-org/gitlab/-/issues/350634).
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> - [Enabled on GitLab.com and self-managed](https://gitlab.com/gitlab-org/gitlab/-/issues/346082) in GitLab 15.0.
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> - [Feature flag removed](https://gitlab.com/gitlab-org/gitlab/-/issues/346082) in GitLab 15.1.
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With customer relations management (CRM) you can create a record of contacts
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(individuals) and organizations (companies) and relate them to issues.
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Contacts and organizations can only be created for root groups.
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You can use contacts and organizations to tie work to customers for billing and reporting purposes.
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For more information about what is planned for the future, see [issue 2256](https://gitlab.com/gitlab-org/gitlab/-/issues/2256).
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## Permissions
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| Permission | Guest | Reporter | Developer, Maintainer, and Owner |
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| ---------- | ---------------- | -------- | -------------------------------- |
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| View contacts/organizations | | ✓ | ✓ |
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| View issue contacts | | ✓ | ✓ |
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| Add/remove issue contacts | | ✓ | ✓ |
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| Create/edit contacts/organizations | | | ✓ |
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## Enable customer relations management (CRM)
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Customer relations management features must be enabled at the group level. If your
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group also contains subgroups, and you want to use CRM features in the subgroup,
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you must enable CRM features for the subgroup.
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To enable customer relations management in a group or subgroup:
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1. On the top bar, select **Main menu > Groups** and find your group or subgroup.
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1. On the left sidebar, select **Settings > General**.
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1. Expand the **Permissions and group features** section.
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1. Select **Customer relations is enabled**.
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1. Select **Save changes**.
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## Contacts
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### View contacts linked to a group
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Prerequisites:
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- You must have at least the Reporter role for the project.
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To view a group's contacts:
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1. On the top bar, select **Main menu > Groups** and find your group.
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1. On the left sidebar, select **Customer relations > Contacts**.
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### Create a contact
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Prerequisites:
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- You must have at least the Developer role for the project.
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To create a contact:
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1. On the top bar, select **Main menu > Groups** and find your group.
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1. On the left sidebar, select **Customer relations > Contacts**.
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1. Select **New contact**.
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1. Complete all required fields.
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1. Select **Create new contact**.
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You can also [create](../../api/graphql/reference/index.md#mutationcustomerrelationscontactcreate)
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contacts using the GraphQL API.
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### Edit a contact
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Prerequisites:
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- You must have at least the Developer role for the project.
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To edit an existing contact:
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1. On the top bar, select **Main menu > Groups** and find your group.
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1. On the left sidebar, select **Customer relations > Contacts**.
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1. Next to the contact you wish to edit, select **Edit** (**{pencil}**).
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1. Edit the required fields.
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1. Select **Save changes**.
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You can also [edit](../../api/graphql/reference/index.md#mutationcustomerrelationscontactupdate)
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contacts using the GraphQL API.
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#### Change the state of a contact
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Each contact can be in one of two states:
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- **Active**: contacts in this state can be added to an issue.
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- **Inactive**: contacts in this state cannot be added to an issue.
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To change the state of a contact:
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1. On the top bar, select **Main menu > Groups** and find your group.
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1. On the left sidebar, select **Customer relations > Contacts**.
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1. Next to the contact you wish to edit, select **Edit** (**{pencil}**).
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1. Select or clear the **Active** checkbox.
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1. Select **Save changes**.
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## Organizations
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### View organizations
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Prerequisites:
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- You must have at least the Reporter role for the project.
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To view a group's organizations:
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1. On the top bar, select **Main menu > Groups** and find your group.
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1. On the left sidebar, select **Customer relations > Organizations**.
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### Create an organization
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Prerequisites:
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- You must have at least the Developer role for the project.
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To create an organization:
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1. On the top bar, select **Main menu > Groups** and find your group.
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1. On the left sidebar, select **Customer relations > Organizations**.
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1. Select **New organization**.
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1. Complete all required fields.
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1. Select **Create new organization**.
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You can also [create](../../api/graphql/reference/index.md#mutationcustomerrelationsorganizationcreate)
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organizations using the GraphQL API.
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### Edit an organization
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Prerequisites:
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- You must have at least the Developer role for the project.
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To edit an existing organization:
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1. On the top bar, select **Main menu > Groups** and find your group.
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1. On the left sidebar, select **Customer relations > Organizations**.
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1. Next to the organization you wish to edit, select **Edit** (**{pencil}**).
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1. Edit the required fields.
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1. Select **Save changes**.
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You can also [edit](../../api/graphql/reference/index.md#mutationcustomerrelationsorganizationupdate)
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organizations using the GraphQL API.
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## Issues
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If you use [Service Desk](../project/service_desk.md) and create issues from emails,
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issues are linked to contacts matching the email addresses in the sender and CC of the email.
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### View issues linked to a contact
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Prerequisites:
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- You must have at least the Reporter role for the project.
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To view a contact's issues, select a contact from the issue sidebar, or:
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1. On the top bar, select **Main menu > Groups** and find your group.
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1. On the left sidebar, select **Customer relations > Contacts**.
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1. Next to the contact whose issues you wish to view, select **View issues** (**{issues}**).
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### View issues linked to an organization
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Prerequisites:
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- You must have at least the Reporter role for the project.
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To view an organization's issues:
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1. On the top bar, select **Main menu > Groups** and find your group.
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1. On the left sidebar, select **Customer relations > Organizations**.
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1. Next to the organization whose issues you wish to view, select **View issues** (**{issues}**).
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### View contacts linked to an issue
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Prerequisites:
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- You must have at least the Reporter role for the project.
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You can view contacts associated with an issue in the right sidebar.
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To view a contact's details, hover over the contact's name.
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You can also view issue contacts using the
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[GraphQL](../../api/graphql/reference/index.md#mutationcustomerrelationsorganizationcreate)
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API.
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### Add or remove issue contacts
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Prerequisites:
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- You must have at least the Reporter role for the project.
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### Add contacts to an issue
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To add [active](#change-the-state-of-a-contact) contacts to an issue use the `/add_contacts [contact:address@example.com]`
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[quick action](../project/quick_actions.md).
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You can also add, remove, or replace issue contacts using the
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[GraphQL](../../api/graphql/reference/index.md#mutationissuesetcrmcontacts)
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API.
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### Remove contacts from an issue
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To remove contacts from an issue use the `/remove_contacts [contact:address@example.com]`
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[quick action](../project/quick_actions.md).
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You can also add, remove, or replace issue contacts using the
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[GraphQL](../../api/graphql/reference/index.md#mutationissuesetcrmcontacts)
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API.
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## Autocomplete contacts
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> - [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/2256) in GitLab 14.8 [with a flag](../../administration/feature_flags.md) named `contacts_autocomplete`. Disabled by default.
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> - [Enabled on GitLab.com and self-managed](https://gitlab.com/gitlab-org/gitlab/-/issues/352123) in GitLab 15.0.
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> - [Generally available](https://gitlab.com/gitlab-org/gitlab/-/issues/352123) in GitLab 15.2. [Feature flag `contacts_autocomplete`](https://gitlab.com/gitlab-org/gitlab/-/issues/352123) removed.
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When you use the `/add_contacts` quick action, follow it with `[contact:` and an autocomplete list with the [active](#change-the-state-of-a-contact) contacts appears:
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```plaintext
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/add_contacts [contact:
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```
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When you use the `/remove_contacts` quick action, follow it with `[contact:` and an autocomplete list with the contacts added to the issue appears:
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```plaintext
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/remove_contacts [contact:
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```
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## Moving objects with CRM entries
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The root group is the topmost group in the group hierarchy.
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When you move an issue, project, or group **in the same group hierarchy**,
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issues retain their contacts.
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When you move an issue or project and the **root group changes**,
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issues lose their contacts.
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When you move a group and its **root group changes**:
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- All unique contacts and organizations are migrated to the new root group.
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- Contacts that already exist (by email address) are deemed duplicates and deleted.
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- Organizations that already exist (by name) are deemed duplicates and deleted.
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- All issues retain their contacts or are updated to point at contacts with the same email address.
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If you do not have permission to create contacts and organizations in the new
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root group, the group transfer fails.
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