How to enable the Quick Incident Button under the Scratchpad section of Profile Browser?

Document ID : KB000031626
Last Modified Date : 14/02/2018
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Within CA Service Desk Manager (CA SDM), under the scratchpad section of the Profile Browser, the Quick Incident Button is disabled. How to enable this? 



The "Quick Incident" button will be disabled if there are no Incident templates which are set as Quick Templates.

  • In order to determine if there are any Incident Templates are set as Quick Templates, run the below SQL query against the CA SDM MDB

select * from cr_template where quick_tmpl_type=1

  • If the above query returns 0 records, then there are no Incident templates defined which are set as Quick Templates



To define Quick Templates perform the below steps:

1.  Edit an existing Open Incident which you want to use as a Template.

2.  Click the Templates tab

3.  Provide a Template name and set Quick Template Type as Quick (No Review).

4.  Save the incident.

Now when the Profile Browser is opened, the Quick Incident button will be enabled.