Summary: Use the requester and collaborator controls to include only people who are authorized and need to participate in the specific support request.
AudienceDSE customers and authorized contacts
Procedure3 guided sections
Checklist8 specific actions
ReviewedJuly 16, 2026
Visual walkthrough4 visual references for this procedure
01Requester and collaborators
- The requester is the primary customer contact for the ticket.
- A collaborator is an additional person deliberately included in the conversation.
- Use a business email address connected to the correct company or site whenever possible.
- Add only the contacts needed for decisions, testing, access, scheduling, or approval.
02Before adding someone
- Confirm the person is authorized to receive the site and system information in the ticket.
- Avoid broad distribution lists for sensitive security-system work.
- Tell DSE when a contact should be site-limited or should receive notices without broader organization access.
- Remove or correct a collaborator promptly when the wrong person was included.
03Notification expectations
Ticket notices depend on the requester, collaborators, company sharing policy, and the notification selected by DSE. Email delivery can also be affected by the recipient mail system.
Being copied on one ticket does not automatically grant access to every ticket for the company or site.