Create a Quick Close Ticket With Preset Options

In the Quick Profile View, you can create a Quick Close ticket, for example, a Quick Close Incident. Add a preset string to the URL when you create a Quick Close ticket to add a description, a summary, or other field information automatically.
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HID_CreateaQuickCloseTicket
In the Quick Profile View, you can create a Quick Close ticket, for example, a Quick Close Incident. Add a preset string to the URL when you create a Quick Close ticket to add a description, a summary, or other field information automatically.
Follow these steps:
  1. Copy the ahdtop_site.htmpl file from NX_ROOT/bopcfg/www/htmpl/default to NX_ROOT/site/mods/htmpl/www/default.
  2. Edit the ahdtop_site.htmpl file to add the appropriate variable (depending on the type of Quick Close ticket) with the preset string.
    • Quick Close Incident -- var quick_close_preset_in
    • Quick Close Problem -- var quick_close_preset_pr
    • Quick Close Request -- var quick_close_preset_cr
    • Quick Close Issue -- var quick_close_preset_iss
    For example, the following string sets the description to HelloIncident and summary to HelloIncidentSummary for a Quick Close Incident.
    var quick_close_preset_in = "PRESET=description:HelloIncident@@summary:HelloIncidentSummary";
  3. Log in to CA SDM.
  4. Select View, Quick Profile in the Service Desk tab.
    The Quick Profile Contact Search page appears.
  5. Complete one or more of the search fields for the contact, and click Search.
    The Quick Profile Contact List populates with those contacts that match your search criteria.
  6. Select a contact.
    The right pane displays the information for that contact.
  7. Click Quick Close.
    The ticket is created with the preset information.
For more information, see Supported Server Operations.