Problem:
Person records often have multiple email addresses; one for primary communication, one for Text Message and another for paging, we need to be able to create roles for each of these addresses that can be utilized to send to send messages

Resolving the problem	Use Case 

Tickets owners often have multiple email addresses:

·	Primary Email
·	Text Messaging 
·	ALN Pager

The service desk must be able to utilize the different email addresses associated with a ticket owner’s person record. This can be done by utilizing the Email Type field associated with each email address, and creating the necessary relationships between the person record and the email record. Once those relationships exist, roles can be created to utilize the different email addresses when creating communications from ticket records. 

In this example we are creating communications from an incident and using a comm template and a role to send the communication to a text pager email address that is not the primary email address on the person record.  

Steps
1. Add a value to the EMAIL Type to Indicate Pager or some other designation

2. Create a relationship on the PERSON Table to make the Pager Email Address Available when creating a role to be used with a TICKET Object(INCIDENT)

3. Create a Role referencing the relationship created in Step 2 - Pulls the Pager Type Email address from the Person record of the Incident Owner

4. Create a comm template that utilizes the role created in step 3 - this email will be sent to the pager email address rather than the primary email address on the person record of the incident owner. Another alternative, the service desk can just use the roles when creating a communication to specify the recipients. In order to do this the service desk would create a comm template without recipients defined. The Comm Template would be used to pull in the ticket details, but at time of creation, the agent can specify which roles to send the communication to. This will give them the flexibility to send a text page, send to the primary email address or send to both.