Service Desk Call uses

ITIL users, users with the itil role, can quickly capture basic information within a call record while in contact with the customer.

After the information has been gathered, they can decide how to classify that call record, for example, as an incident.

ITIL users can use service desk call to perform any of the following tasks.
  • Create a call record.
  • Transfer a call record to an incident, problem, change, or service request.
  • View call record information.