Call Management: Call

This topic applies to systems using a Service Desk or Universal license only.

The Call process is a simple process for handling external calls. You can either close Calls directly, or resolve and then close them separately as a two-step procedure. If needed, you can return resolved or closed Calls to the Open status.

You cannot resolve or close a Call if there are any Tasks that have not been completed.

Optional actions for each status:

Status

Optional actions

Open

Add Assignment
Add Attachment
Add Child Call
Add Linked Knowledge
Add Note
Add Parent Call
Add Reminder
Add Task
Create Child Call
Create Escalation Point
Detach Child Call
Detach Linked Knowledge
Start Clock
Stop Clock

Resolved

Add Attachment

Closed

None

The actions that create linked processes (for example, Create Child Call) will be available at runtime only if the linked process that is specified has been activated.