Occasionally the Primary Contact for an organization will retire or leave the organization. In these circumstances a new Primary Contact will need to be selected. It is up to the System Managers of the community to install the new Primary Contact for the organization, unless the current PC contacts us to inform us of the person who is replacing them. In this case, we can add the new person as the new Primary Contact, but we must alert the System Managers of this update, by copying them on the response email.

If an organization does not have a current Primary Contact, any new user request for the organization will need to wait until the new person has been installed as Primary Contact. Please see the following scenarios for how to handle this type of situation.


Primary Contact Transitions - No PC Identified 

  • All Primary Contact transition requests will be sent back to the organization’s System Managers and the organization’s previous Primary Contact to handle the Primary Contact transition. 
  • Use the Primary Contact Transition canned response.  

 

Primary Contact Transitions – PC Identified by current PC 

  • Add the new Primary Contact as requested by the current Primary Contact.  
  • Provide context for the messaging by adapting the Primary Contact Transition canned response to align with the information provided by Primary Contact and removing anything irrelevant. 
  • Copy the System Managers on the response.

 





Need help? IRIS Support | Last updated: April 15, 2025