Incidents › Add Activities to an Incident › Callback

Callback

When editing an incident, you can record information on the date, time, and nature of a callback. The callback record is stored in the incident history.

To record a callback for an incident

1. Select the incident from the Incident List page on the Service Desk tab.

   The Incident Detail page appears.

2. Select Activities, Callback on the menu bar.

   The Create New Activity page appears.

3. Enter a description of the callback, such as "left message for customer."
4. Change the date of the activity, if appropriate, and record the time spent on the call.

   See Activities Fields for field descriptions.

5. Click Save.

   The activity is recorded on the Activities tab on the Incident Detail page.