Tasks by same caller or company

When you submit a call, two related lists are associated with the call record: Tasks by Same Caller and Tasks by Same Company. Checking these related lists can be useful to check for duplicate calls.

Figure 1. Call related lists
Call related lists

All active incidents, problems, changes, and service catalog requests for that caller or company are listed.

The Tasks by Same Caller list shows all active records where the value in the Caller field on the Call form matches the value in:
  • The Caller field on the Incident form.
  • The Opened by field on the Problem form.
  • The Requested by field on the Change Request form.
  • The Requested for field on the service catalog Request form.
The Tasks by Same Company list shows all active records where the value in the Company field on the Call form matches the value in:
  • The company of the caller on the Incident form.
  • The company of the user that opened the problem on the Problem form.
  • The company of the user that requested the change on the Change form.
  • The company of the user the request was made for on the service catalog Request form.