Service Desk Call

Service Desk Call allows ITIL users to create a call record and quickly capture basic information from a customer contact, before deciding whether the call is an incident, a problem, a change, or a service catalog request.

Service desk personnel can more quickly process customer calls by retaining and reusing the information captured during the call. Users with the itil role can read, create and edit an existing call, but cannot delete existing calls or edit a call after it is transferred.

At the end of the call, the ITIL user can decide the action to take.
  • Transfer the call record to an incident, problem, change, or service catalog request.
  • Record the call as another type of contact, such as a wrong number.