This documentation supports the 18.08 version of Service Desk.

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Adding or modifying a customer profile

Before you can record an incident, the customer must be listed in the People database. Customers are usually added to the People database by your administrator, as described in Configuring people information. However, if you have Contact People User or Contact People Admin permissions, and a customer is not listed in the database, you can add a customer's profile from the Incident Request form. (If you are unsure about your permissions, ask you system administrator.) You can also modify the customer and the contact phone number and site directly on the Incident Request form. A modification directly on the Incident Request form, however, applies only to the current incident, it does not update the People record permanently.

Note

Although you can create a People record in the Proposed state with Incident User permissions, you need Contact People User or Contact People Admin permissions to move the record beyond the Proposed state; for example, to Enabled.

This topic describes the following procedures:

To add a new customer profile

  1. From the Incident Management console, click Create to create a new incident request record.
  2. Open the People form.
  3. Click the Magnifying Glass icon to the right of the Customer or Contact field.
  4. On the People form, complete or modify the required fields.
    If adding a customer record, you do not need to add all the information for this individual's profile, only what is necessary to submit the record.

    Note

    You cannot define, or add, a Support Staff Person record here. For information about adding a Support Staff Person, see Adding a support staff person .

  5. Click Save.
    If adding a new customer, the status of the person you added has a default value of Proposed. Your People/Contact administrator must verify those in proposed status, update them to Enabled, and add any other information that is necessary.

To modify the customer profile on the current record

Use this procedure to update the customer profile record on the current record.  The following procedure is performed from an open Incident Request record.

Note

This changes the customer profile on the current record, only. The People record is not updated. To update the People record, see Updating the People records . However, if you click the Customer Details icon and change the details, the People record is also updated.

  1. Click the pencil icon beside the field you are modifying.
  2. In the resulting dialog box, make the required changes.
  3. Click OK to save the changes and to close the dialog box.
  4. Click the double arrow link above the Customer Phone field to return to your starting point.
  5. To modify the Company or Customer fields, click the eraser icon to the right of the Customer field to clear it and then complete the fields with the new information.

    Note

    Although, you can change the Site information for the current record by modifying the Company to which the customer might not be associated to, but this information is not changed in the People record. To update the People record, see  Updating the People records .

  6. To modify the Contact field, click the eraser icon to the right of the field to clear it and then add the new information.
  7. To update the Customer or Contact phone and site information, click the double arrow link above the Incident ID field. This toggles to an area that opens these fields.
  8. Click the pencil icon beside the field you are modifying.
  9. In the resulting dialog box, make the required changes.
  10. Click OK to save the changes and to close the dialog box.
  11. Click the double arrow link above the Customer Phone field to return to your starting point.
  12. On the People form, complete or modify the required fields.
    If adding a customer record, you do not need to add all the information for this individual's profile, only what is necessary to submit the record.

    Note

    You cannot define, or add, a Support Staff Person record here. For information about adding a Support Staff Person, see Adding a support staff person .

  13. Click Save.
    If adding a new customer, the status of the person you added has a default value of Proposed. Your People/Contact administrator must verify those in proposed status, update them to Enabled, and add any other information that is necessary.

To update the customer profile permanently

Use this procedure to make a permanent update to the information on the People record.

  1. From the Incident Management console, open a current incident request record belonging to the customer whose profile you are modifying.
  2. Click either the Customer or Contact link.
  3. On the People form, complete or modify the required fields.
    If adding a customer record, you do not need to add all the information for this individual's profile, only what is necessary to submit the record.

    Note

    You cannot define, or add, a Support Staff Person record here. For information about adding a Support Staff Person, see Adding a support staff person .

  4. Click Save.
    If adding a new customer, the status of the person you added has a default value of Proposed. Your People/Contact administrator must verify those in proposed status, update them to Enabled, and add any other information that is necessary.  
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