When opening a ticket through Quick Profile, the menu bar options are different than when the ticket is opened from the scoreboard.
Article ID: 103347
CA Service Management - Asset Portfolio ManagementCA Service Management - Service Desk Manager
Why are custom menu bar options that are added to the menubar_sd.htmpl visible when opening the ticket from the scoreboard but are not visible when the ticket is opened via quick profile?
Release: Component: USRD
There is a separate htmpl form for the quick profile menu bar called menubar_qp.htmpl so any menu bar customizations that are made to menubar_sd.htmpl need to also be made to menubar_qp.htmpl for the options to appear when opening the ticket via quick profile.