Enable Quick Incident Button

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

Often analysts complaint that under VIEW --> PROFILE BROWSER upon selecting a profile, the "Quick Incident" at bottom of page is grayed out. Sometimes it is enabled for few contacts and disabled for others. 

Environment

Release: 11.2 and higher
Component:  CA Service Management

Resolution

The 'Quick (Request / Issue / Incident / Problem)' button is only enabled if you have created a quick template. Quick templates are created using the Quick Template Type field located on the Template tab of a Request or Incident detail window.

If you have a quick template designed and still it is grey out for a contact follow the below steps:-

1. Look for Access Type of the contact's for which the Quick buttons are grayed out.
   
   
2. Now browse to Administration Tab --> Security --> Access Type --> Select the Access Type --> Look for the Preferred Document Field

The Preferred Document Field determines the type of ticket a user with this access type prefers. For example, a customer contact type might prefer an issue, while an analyst type might prefer an incident.

The Profile Browser in the web interface uses this information to determine the type of ticket to create for that access type. Now depending on the Contact's Access Type and the Preferred Document set you will get the Quick (Request / Issue / Incident / Problem) button and the drop-down accordingly.