How to create an incident or a request from new_call table

Go to solution
Jen11
Tera Expert

‎09-19-2018 07:21 AM

Hello,

We have an inbound action for the Service Desk, so anytime something is email to the Service Desk email, it will create a new_call record. From there the Service Desk analyst will determine if it's an incident or a request. 

The inbound action is working fine, but I can't seem to figure out how to create an incident or request once a new_call record has been created. 

Could someone please help me with this?

Thanks,

 

0 Helpfuls
  • 1,568 Views
1 ACCEPTED SOLUTION

Go to solution
Brian Lancaster
Tera Sage

‎09-19-2018 07:29 AM

Looks like there should be a call type drop down on the call record.  In my OOB instance once I choose incident from the call type it automatically creates the incident.  

View solution in original post

0 Helpfuls
5 REPLIES 5

Go to solution
Brian Lancaster
Tera Sage
In response to manish123

‎06-24-2019 04:57 AM

Sorry I do not have an answer for this.  You may want to create your own post of contact HI as I do not actually use the call application.  Also I have seen a couple posts suggesting that the call application is going to be deprecated in an upcoming release so you may want to look for an alternative.

0 Helpfuls