Transfer a call to an incident, problem or change

When you select a task call type, you transfer the call to an incident, problem, or change request.

Before you begin

Role required: itil

Procedure

  1. In the Call form, set Call type to Incident, Problem or Change.
  2. Click Submit to transfer the call.
    A record of the appropriate type is created, with the following information copied from the call.
    • Short description
    • Description
    • Company
    • Contact Type
    • Opened By
    • Caller
    • Location (Incident only, populated with the caller's location)
    • Requested by (Change only, populated with the caller's name)