This documentation supports the 25.1 version of BMC Service Request Management.To view an earlier version, select the version from the Product version menu.

Adding or modifying a customer profile

Before you begin

  • Before you use the Smart Recorder to initiate a ticket, an administrator must configure it to to exclude customer and contact names from ticket title and description. For more information, see Configuring Smart Recorder to exclude customer and contact names from ticket title and description.
  • Some values such as the Profile Status are populated with default values from the People form. To update or delete a customer profile, you must do so from the People form in BMC Helix ITSM. For more information, see Synchronizing people information for BMC Helix ITSM. 

  • Smart Recorder returns a maximum of 20 matching people, assets, or templates from a search. If you cannot find a customer, try an alternate search method. For example, if you cannot locate the customer by name, try searching by the customer's email, login ID, or corporate ID. 

    If no matching customer is found, service desk agents with Contact People Admin or Contact People User permissions can create a new customer profile from the universal client. For more information, see Creating a new customer profile from Smart Recorder.

Related topics

Configuring-the-Work-Order-form-and-templates

Managing-work-orders

Submitting-service-requests-for-customers

To create a new customer profile from Smart Recorder

When using Smart Recorder in the universal client, if the "@ person" search does not return a matching customer profile, and you have Contact People Admin permission, you can create a new customer profile. You provide the most essential information, such as the customer's name, location, contact information, login ID, and corporate ID, and the record is stored in the CTM:People form (People form) in BMC Helix ITSM.

Some values (such as the Profile Status) are not visible from BMC Helix ITSM but are populated with default values in the People form. For example, when you create a new customer profile from Smart Recorder, it is stored with a profile status of Proposed. To update or delete a customer profile, you must do so from the People form in BMC Helix ITSM.

Since Smart Recorder returns a maximum of 20 matching customers from a search, before creating a new customer, try an alternate search method to locate the customer. For example, if you could not find the customer by name, try searching by the customer's email, login ID, or corporate ID.

BMC Helix ITSM checks for duplicate records based on the login ID. If you try to create a new customer with the same login ID as an existing customer, BMC Helix ITSM displays an error message. 

  1. Log on to the universal client.
  2. In Smart Recorder, look up existing customer records by entering the @ symbol followed by a name, email, login ID, or corporate ID.
  3. If no matching records are found, click Create New Customer.
    This link appears for users with any of the following permissions: Contact People User (minimum requirement), Contact People Admin, Contact Organization Admin, or Contact Support Admin. 
  4. Complete the required fields and save the profile.
    The new customer profile is added as a record in the People form.

Instructions for classic interfaces

View instructions for Mid Tier

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 inCreating and modifying People data. 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.

To add a customer profile

  1. On the IT Home Page, select Service Request Management > Work Order Console.
  2. Click Create.
  3. Click the Customer Search button Icon_SearchCustomer.gif.
  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. Enter the necessary information to submit the record.

    If you are adding a 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.

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

To modify a customer profile

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

 

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