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.