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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Problem:

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? 

 

Cause:

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

 

Resolution:

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.