Phased rollout This documentation supports the 21.05 version of BMC Helix ITSM: Service Desk. To view an earlier version, select the version from the Product version menu.

Adding or modifying a customer profile

Before you can record an incident, the customer must be listed in the People database. (Your administrator usually adds customers, 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. You can also modify the customer, contact phone number, and site directly on the Incident Request form. A modification directly on the Incident Request form applies only to the current incident; it does not update the People record permanently. 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.

To add a new customer profile

  1. From the Incident Management console, click Create to create a new incident request record.

  2. Click the Magnifying Glass icon to the right of the Customer or Contact field.

    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.

  3. In the People form, create a customer profile record by completing or modifying the required fields.

  4. If you are adding a customer record, you only need to add the information that is necessary to submit the record.

    You cannot define or add a Support Staff Person record here. For information about adding a Support Staff Person, see Adding people without using templates .

  5. Click Save.
     If you are adding a new customer, the status of the person you added has a default value of Proposed. Your People or 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

  1. In the customer profiles, click the pencil icon beside the field you are modifying.
  2. In the resulting dialog box, make the required changes and click OK to save the changes and close the dialog box.
  3. Click the double arrow link (>>) above the Customer Phone field to return to your starting point.
  4. To modify the Company or Customer fields, click the eraser icon to the right of the Customer field to clear these fields and then enter the new information.
     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. If you click the Customer Details icon and change the details, the People record is also updated. For more information, see Configuring people information . 
  5. To modify the Contact field, click the eraser icon to the right of the field to clear it and then enter the new information.
  6. To update the Customer or Contact phone and site information, click the double arrow link (>>) above the Incident ID field to open an area that opens the related fields.
  7. Click the pencil icon beside the field you are modifying.
  8. In the resulting dialog box, make the required changes and click OK to save the changes and close the dialog box.
  9. Click the double arrow link (>>) above the Customer Phone field to return to your starting point.
  10. Complete or modify any other required fields.
     You cannot define or add a Support Staff Person record here. For information about adding a Support Staff Person, see Adding people without using templates.
  11. Click Save.

To update the customer profile permanently

  1. From the Incident Management console, open a current incident request record belonging to the customer whose profile you are modifying.
  2. Click the Customer or Contact link.
  3. On the People form, complete or modify the required fields.
     You cannot define or add a Support Staff Person record here. For information about adding a Support Staff Person, see Adding people without using templates.
  4. Click Save. 

Searching for a customer

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.