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Create a call

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Create a call

You can create a call when a user contacts you for assistance with an issue.

Before you begin

Role required: itil


  1. Navigate to Service Desk > Calls > New Call.
  2. Complete the form.
    Table 1. Call form fields
    Field Description
    Number An auto-generated identifying number for the call record.
    Caller The person who contacted the service desk. Entry is mandatory if the call type is Incident, Problem, Change, or Request.
    Company The company where the call originated.
    Call type A field that specifies the status of the call.
    • Select a task type, such as Incident, to transfer the call.
    • Select Hang Up, Wrong Number, Status Call, or General Inquiry to save the call record without transferring.
    Opened The date and time when the call record was opened.
    Opened by The ITIL user who communicated with the customer.
    Contact type The type of communication used to contact the service desk.
    Short description A short description of the issue or question.
    Description Additional information about the call that might be helpful for others to know. This field is visible to the customer.
  3. Click Submit.
    If the call type is Incident, Problem, Change, or Request, the call transfers, creating another record of the appropriate task type. A message provides the task number as a link.