This documentation supports the 9.1 version of Service Request Management.

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

Adding or modifying a customer profile

This section describes how to add and update customer profiles.

The following topics are provided:

Before you can create a work order, the customer must be listed in the People database. Customers are usually added to the People database by the administrator, as described in Adding people information . However, if a customer is not listed in the database, you can add a customer's profile from the Work Order form.

You can also modify the customer and the contact phone number and site directly on the Work Order form. A modification directly on the Work Order form, however, applies only to the current work order; it does not update the People record permanently.

To update the People database permanently, you can open the People form from the Work Order record, as described in the following procedure.

To add a customer profile

  1. From the IT Home Page, choose Service Request Management > Work Order Console.
  2. Click Create to create a work order.
  3. Click the Customer Search button .
  4. On the People Search form, click Create.
  5. On the People form, complete or modify the required fields, and click Save.
    If you are 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 a Support Person record here. For more information, see Adding support staff .

    If you are adding a 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.

  6. To clear the Customer or Contact field and enter a different name, click the Clear Field icon .

Note

If you are using the Classic view, click Create on the Customer tab to add a customer profile.

To modify a customer profile

  1. From the IT Home Page, choose Service Request Management > Work Order Console.
  2. Open a current work order that belongs to the customer whose profile you are modifying.
  3. Click the Details button .
  4. In the People form, make the necessary changes.
  5. Click Save.
  6. To clear the Customer or Contact field and enter a different name, click the Clear Field icon .

Note

If you are using the Classic view, click Modify on the Customer tab to modify a customer profile.

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