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This documentation supports the 20.02 version of Remedy Service Desk.To view an earlier 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.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

Remedy Service Desk 20.02