Problems › Add Activities to a Problem › Callback

Callback

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

To record a callback for a problem

1. Select the problem from the Problem List page on the Service Desk tab.

   The Problem Detail page appears.

2. Select Activities, Callback on the menu bar.

   The Create New Activity page appears.

3. Change the date of the activity, if appropriate, and record the time spent on the call.

   See Activities Fields for field descriptions.

4. Enter a description for the callback, such as "left message for customer."
5. Click Save.

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