--- title: "Create Call Record" slug: "create-call-record-1" updated: 2026-01-07T08:36:18Z published: 2026-01-07T08:36:18Z canonical: "help.symphonysummitai.com/create-call-record-1" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt > Use this file to discover all available pages before exploring further. # Create Call Record An Analyst can log the Call details as Incident or Request. The Analyst can create an Incident/SR from the Call Record. If an Incident/SR is created, the Call Record is closed automatically. The Analyst can log the Call Records as Incident/SR only for internal users. For external users, a Call Record can be logged only as Enquiry. To create a new Call Record, perform the following steps: 1. Log in to the application as an Analyst. 2. Navigate to **Call** > **User** > **Manage Calls** > **New Call Record for User.** New Call Record page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/new cr.png?sv=2026-02-06&spr=https&st=2026-11-07T16%3A42%3A02Z&se=2026-11-07T17%3A42%3A02Z&sr=c&sp=r&sig=Kw6mmqjPl3FhGoLqiOSxPxAgimcAjyutqkVO6w%2BQPsw%3D) Figure: New Call Record 3. Enter all the required details on the new Call Record page and click **Submit**. On performing this action a new Call Record is created. For more information about the fields on the new **Call Record** page, refer to the Field Description. | **Field** | **Description** | | --- | --- | | Department | Select **Department** from the dropdown list for which you want to create the Call Record. | | Caller | Specify Caller Name for whom you want to create the Call Record. This field is applicable only for the internal users of Apex application. - Specify the Caller Name in the associated text box and select the name from the suggestion list. - You can also search the Caller by name, e-mail id, or mobile number. Click the search button associated with the Caller text box and type in /E-mail ID/Mobile Number. - Select the Name from the list. > [!NOTE] > Note > > After the Caller Name is selected, the Call Record Dashboard is displayed with the last 5 Call Records List, including Incident List, and Service Request List. | | External User | Select **External User** checkbox to log Call Record as Enquiry for an external user. If the **External User** checkbox is selected, then the following additional fields are displayed: - **Contact Name:** Specify the name of the external user. - **Contact Number:** Specify the phone number of the external user. - **Email:** Specify the id of the external user. - **Department:** Specify the department for which the external user works. - **Location:** Specify the location of the external user. | | Medium | Select **Medium** by which the issue is notified to the Analysts. Options provided in the dropdown are Application, Chatbot, Mail, Phone, Web | | Subject | Enter the subject of the Call Record which states the purpose or an issue | | Description | Enter a brief description about the Call Record. | | Attachment | Click on the upload icon to attach any supporting files or documents pertaining to the call. | | **General Information** | | Type | Select the Call Type from the drop-down list. To know more about Call Types, refer [Configuring Call Types](/apex/docs/call-type-2). If the customer reports an issue and cannot be categorized as Incident or Service Request, then the Call Record must be logged for **External Users** by selecting the checkbox, Create Call Record by. selecting the **Call Type** created for Enquiry. - **Incident:** If Incident is to be created the Call Record, select the Call Type created for Incident. - **Service Request:** If SR is to be created the Call Record, select the Call Type created for Request. | | Workgroup | Select **Workgroup** to assign the Call Record. Select **Management** checkbox on the **WORKGROUP** page to make the Workgroups available on **New Call Record** page. | | Assigned to | Select the Analyst name to assign the Call Record to work upon. | | Actual Effort | Specify the time required to resolve the issue. | > [!NOTE] > Note > > - Analysts can log Call Records as Incident, and Service Request for internal users. For external users (not using Apex application), an Analyst can log the Call Record only as Enquiry. > - To create a Call Record for external users, select the **External User** Check box. Additionally, Analysts need to fill the external user's information. > - As you start typing in the **Subject** field on the **New Call Record page** page, a list of Knowledge Records relevant to the entered Keyword(s) in the **Subject** field will display in the **Recommended Solution(s).** > - The Analyst can use the Knowledge Records (KRs) to provide solutions to the End Users by referring to the existing Knowledge Article and avoid logging new Incidents, Service Requests, or Enquiries. Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/creating-call-records-image-i9ipwlgv.png?sv=2026-02-06&spr=https&st=2026-11-07T16%3A42%3A02Z&se=2026-11-07T17%3A42%3A02Z&sr=c&sp=r&sig=Kw6mmqjPl3FhGoLqiOSxPxAgimcAjyutqkVO6w%2BQPsw%3D) to expand the **Recommended Solution(s) Found** pop-up. Click the required Knowledge Record to view the details on the new tab. **View Knowledge Article** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/creating-call-records-image-wcgh3trx.png?sv=2026-02-06&spr=https&st=2026-11-07T16%3A42%3A02Z&se=2026-11-07T17%3A42%3A02Z&sr=c&sp=r&sig=Kw6mmqjPl3FhGoLqiOSxPxAgimcAjyutqkVO6w%2BQPsw%3D)Figure: Knowledge Record If a knowledge article is a Public Article, the above fields will not be displayed. For more information about the public article, see adding knowledge records. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/creating-call-records-image-6ji9avl1.png?sv=2026-02-06&spr=https&st=2026-11-07T16%3A42%3A02Z&se=2026-11-07T17%3A42%3A02Z&sr=c&sp=r&sig=Kw6mmqjPl3FhGoLqiOSxPxAgimcAjyutqkVO6w%2BQPsw%3D) Figure: Knowledge Record > [!NOTE] > Note > > - If the Call Record is not assigned to any Analyst while creating the Call Record, it remains in the **New** status. If assigned to any Analyst, the status becomes **In-Progress**. > - If an Incident/SR is created from the Call Record, the status of the Call Record automatically changes to **Closed**. ### **Creating Incident / SR from Call Record** Select the **Call Type** as Incident or Request and click **Submit** at any Status before closing the Call Record to create an Incident or Service Request (SR) from it. The **Call Record Details** page is redirected to the **New Incident**/**New Incident for User** or **New Service Request for User** page. Fill in the required details and click **Submit**. A new Incident or Service Request is created and the Call Record is closed automatically. > [!NOTE] > Note > > While creating SRs from a Call Record, the **Create SR from Excel Upload**, **Download Catalog Template** icons and **Add to Cart** options are not available on the **Actions** panel. For more details about the fields refer to [**New Incident**](/apex/docs/new-incident-1) , [**New Incident For User**](/apex/docs/new-incident-for-user)**,** and [**New Service Request For User**](/apex/docs/new-service-requests-for-users)