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Call transfer

Details gathered during the customer contact determine the type of record. Saving the call with a call type of Incident, Problem, Change, or Request saves the call record and also creates a record of the task type selected.

For example, the service desk receives a phone call from a customer reporting email issues with a laptop. When the call is answered, the service desk user opens a call record and enters basic information during the phone call. At the end of the phone call, the service desk user decides it should be logged as an incident, sets the Call type to Incident, and saves the call record. A new incident record with details taken from the original call record is created. The new incident is handled through standard incident management processes.

After a call is transferred, the number of the new record appears in the Transferred to field on the Call form and the Calls list. A link to the new record appears above the Calls list.