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Create an Issue Using Quick Profile

You can use the Quick Profile to identify a contact to be the affected end user of your new issue. The Quick Profile allows you to search for a contact, and view a history of the issues, requests, change orders, incidents, and problems assigned to that contact. Once you have identified a contact, you can create the new issue directly from the Quick Profile.

To create a new issue using the Quick Profile

1. On the Service Desk tab, select View, Quick Profile.

   The Quick Profile Contact Search window opens.

2. (Optional) Complete one or more of the filter fields to list only the contacts of interest.
3. Click Search.

   The Quick Profile Contact List page lists the contacts that match your search criteria.

4. Select a contact to be the affected end user of your issue.

   The Contact pane displays contact information and the record history for the contact.

5. In the Scratchpad pane, do the following:
   1. Enter a description for the new record in the Scratchpad field.
   2. Select Issue from the Type drop-down list.
   3. (Optional) Enter a Template name for the new record. You can enter a value directly or click the search icon to search for a defined template.
6. Click New.

   The Create New Issue window displays the information you entered in the Scratchpad.

7. Complete the empty fields as appropriate.

   See Issue Fields for field definitions.

8. Use the controls available on the tabs at the bottom of this page to process the issue as appropriate.

   See Issue Tabs for more information.

9. Click one of the following buttons:
   • Save—Saves the issue and closes the page.
   • Auto Assign—Triggers an auto assignment task, and updates the activity log.

     Note: This button appears only when the ticket specifies a category or area that has auto-assignment enabled.

   • Cancel—Closes the page without saving any changes.
   • Reset—Resets all fields to the last saved values.
   • Find Similar—Opens the Find Similar page to search for similar problems.
   • Quick Profile—Displays the contact information for the user entered in the Affected End User field. If you are creating an issue, a list of available users appears. You can select the user that is in the Affected End User field.
   • Use Template—Displays a list of available issue templates. You can select the template you want to use for creating this issue.

See Also

Contact Search Fields