To set up your contact information, do the following:
- Login to Trend Vision One console using an Administrator Account.
- Click on XDR Threat Investigation and then click on Managed Services.
- Go to Settings tab > Contact Information, then click on Add Contact.
A pop-up window will appear.
In the pop-up window, you can determine
Who will be receiving the alerts & responses to cases sent by the MDR team (those with notification type: "Alerts" or "Alerts & Reports")
who will be receiving the automated calls (those with Notification type "Alerts" or "Alerts & Reports", the "Allow calls" button checked, and a valid phone number entered.
who will receive report notifications (those with Notification type: "Reports" or "Alerts & Reports")
IMPORTANT: When entering contacts, it is vital to ensure that you use the same email address for any contact with an existing BSP account. Otherwise, the contact merging process will not work, and the contact will receive a separate BSP account and a new welcome email. This can result in confusion and duplicate BSP accounts.
Fill in the necessary information and click on Submit.
- Repeat step number 4 as needed, depending on how many contacts you want to add.
- Once finished adding contacts, click on Save to apply your changes
Order of Contacts
- The order of the contacts in this list is the order in which our Automated Phone Call service will attempt to call each contact. (please read the Automated Phone Call Notifications for Trend MicroTM Managed Detection and Response" article for more information on how the service works).
- The first contact in the list is the "Primary" contact - this is the person who will be the main contact on all outbound MDR alerts and assigned to the related cases.
- All other contacts will also be copied on all outbound MDR alerts and be able to see and work on these cases in their BSP case list.
- The order of contacts can be changed at any time by simply hovering the "Preference" column and "grabbing" the contact to move up or down.