This documentation supports the 18.08 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Using the Customer and Contact fields in Best Practice view

Depending on how the Customer and Contact fields are configured, you can search for a customer based on Corporate ID, First Name, Internet Email, Last Name, Login ID, or Phone Number.

If the customer record uses the VIP or the Sensitive flag, this information appears in red after the Customer field label.

Clicking the magnifying glass icon to the right of the Customer and the Contact fields opens the People form. From there, you can create a customer profile record if one does not exist. For more information about creating a customer profile, see Adding or modifying a customer profile.

The eraser icon to the right of the Customer and the Contact fields only clears the field's contents. It does not delete the customer profile.

For more information about creating and modifying People records from the Incident Request form, see Adding or modifying a customer profile.

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