People profiles in Smart IT - Documentation for Remedy with Smart IT 20.02

People profiles show you basic information about the people in your organization, and provide links to other records that are related to the person. For example, if you open a customer's profile, you will see their contact information, which department they work for, and links to any open tickets, assigned assets, and so on. Every person and asset in your organization has a profile.

Because profile records are linked to other records, you can easily see and understand the connections among people, assets, and the help desk. For example, if you are looking at a People profile and need to get more information about the laptop assigned to the person, you can open the laptop asset profile to discover information identifying the laptop, ownership information, a list of applicable contracts, activities related to the laptop, and more. You can also find records linked to the laptop, such as incidents, change requests, and work orders. From any of those records, you can drill down to discover more information related to your line of inquiry.

People profiles are slightly different for customers and service desk agents. This topic explains how you can work with people profiles in Smart IT.