Create Call Record

Field	Description
Symptom	Enter type of issue here, you will be defining your requirement or an Issue. Example: Access Request, Software Installation etc.
Description	Describe about the issue here by providing more details about your requirement. Example: If Access Request is the Symptom then you can provide more details such as if the request type is grant, revoke or inaccessible file etc.
Assignment Details
Workgroup	Select Workgroup from the dropdown, such as Helpdesk, Infra Team, etc.
Analyst	Select the Analyst from the list. This is populated based on the selected Workgroup.

General Tab enables you provide details about the Call Record, by configuring the field values against the configured fields from the Call Module’s admin configurations. These include fields such as Call Type, Call Closure Code, and Medium. Based on these admin forms you will be able to provide values to create a Call Record.

Figure: General Properties

Enter the details in the General properties as described in the following Field Description.

Field	Description
Requestor	Select Requestor from the dropdown, the list is populated based on the configured form table configured in the Manage Calls Form.
Call Type	Select Call Type from one of the below options, the list items are preconfigured within the system application. Incident Information Service Request
Tenant	Select Tenant for the Call Record is created under. Based on this selected Tenant, the list on other fields such as Medium and Closure Code are displayed.
Medium	By default, this field is auto populated with the default value configured in the Call Medium admin form. Change by choosing other Medium for the Call Record in the dropdown. This list is populated based on the configured items in Call Medium for the selected Tenant.
Efforts	Select the effort time for this Call Record in Days, Hours and Minutes.
Attachments	Click inside the field to attach any file from your local system.
Closure Code	By default, this field is auto populated with the default value configured in the Call Closure Code admin form. Change by choosing other code for the Call Record in the dropdown. This list is populated based on the configured items in the Call Closure Code for the selected Tenant.
Solution	Enter solution for the Call Record that relate to Symptom and Description.

Click Messages Tab to view or add notes and Link tab to link other records.

Messages in a Call Record are communications exchanged between stakeholders involved in the resolution of a particular task or issue. These messages can include updates on the status of the Call Record, requests for clarification or additional information, notifications of completion or escalation, and any other relevant communication related to the execution of the Call Record. Effective communication through messages ensures transparency, collaboration, and accountability throughout the Call Record lifecycle.

Enter the details in the Messages tab to convey messages through a Call Record.

Figure: Messages

The following table describes about the Field Description.

Field	Description
Messages	Display the message details that is entered and saved from the Message text field.
Private Log	Display the notes that is entered and saved from Notes for self.
Message	Enter the details in the Message field which will be added to Messages section upon creating and saving a Call Record.
Notes for self	Enter the details in the Notes for self field which will be added to the Private Log section upon creating and saving a Call Record.

The Link tab in a Call Record interface enables users to establish connections or relationships between the Call Record and other modules specific to Incidents, Service Requests and Call. This feature facilitates comprehensive tracking and visibility across various IT processes by allowing users to associate related items and activities.

As an Analyst, following actions are performed on the Link tab:

Link
De-Link

Note
Linking a Call Record to a Call Issue helps in documenting the resolution process, while linking to a Incident or Service Request provides context for broader impact analysis and continuous improvement efforts. By leveraging the Link tab, organizations can enhance collaboration, and improve the overall efficiency and effectiveness of their IT service delivery.

Link

When a Call Record is linked to a Call, Incident or Service Request a list of requests are displayed for the respective Module. The Analyst must select the checkbox against the request(s) in the required Module and Link the Record as a Dependency or create Parent-Child Relationship.

To Link Call Records to other Modules, perform the following steps:

Click Link.
A list of Modules is displayed for Linking.
Figure: Links
Select Module from the below list.
- Incident
- Service Request
- Call
Based on the selected module,
A list of requests is displayed. consider you have selected Incident, then all the Incidents in the Application are displayed as shown in the below figure.
Figure: Link
Select Incident ID and Link type.
Types are as follows:
- Dependent: Dependent linking can be used to connect Call Record to other Modules that rely on each other for completion or resolution.
- Parent-Child: The initial Call Record created to address the issue is designated as the Parent Call Order. Additional logged issues to investigate can be linked to the Parent as Child. This Parent-Child relationship helps to organize related tasks and activities, allowing for better coordination and tracking of efforts to resolve the issue.
  Parent and Child Relationship in Call Record
  The parent-child relationship in Call Records is a hierarchical structure that connects multiple Call Records, enabling efficient management and tracking of related tasks. This relationship helps in coordinating complex activities that require multiple steps or involve different teams. By establishing a parent-child relationship, organizations can monitor the progress of subordinate tasks (child Call Records) while maintaining an overview through the main task (parent Call Record).
  Parent Call Record: Represents the primary task or project. It is the overarching call record that require the completion of several related tasks to finish the overall objective.
  Child Call Record: Subtasks or specific activities that are part of the parent Call Record. They must be completed for the parent Call Record to be considered fulfilled.
  The parent-child structure allows for better organization, where changes or updates in the child tasks automatically impact the parent, ensuring all related work progresses cohesively.
- Click Link.
  A note is displayed as selected records are not saved yet, all the records will be saved once record created successfully.
  
  Figure: Linked Records

De-Link

De-linking a record from a Call Record involves removing the association or relationship between the two entities. This action can be necessary when a record is incorrectly linked, no longer relevant, or when there's a change in the workflow requiring the disconnection of the linked items.

To De-Link a record, perform the following steps:

Select ID of the issue that is linked to Call Record.
De-Link option is enabled upon performing this action.
Figure: De-Link
Click De-Link.
A note is displayed as selected records are not saved yet, all the records will be saved once record created successfully.

Create Call Record