---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Reschedule a callback

# Reschedule a callback {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Reschedule callbacks on behalf of customers when the original scheduled time is no longer suitable.

## Before you begin

Role required: sn_omni_callback.callback_writer

## About this task

Reschedule is visible only to agents with the sn_omni_callback.callback_writer role and only for scheduled callbacks.

## Procedure

1. Navigate to WorkspacesCSM/FSM Configurable Workspace..
2. Select the List icon (![List icon to view callback list]())
3. In the Callbacks section, select Scheduled callbacks.
4. Navigate to the callback task record page by either:
   * Selecting the callback in the Scheduled Callbacks list view, or
   * Selecting the callback tile in the contextual side panel.
   {#reschedule-callback__choices_w1w_3gd_m3c}
5. Select Reschedule.  
   Note:  
   Reschedule is visible only for scheduled callbacks.
6. In the Reschedule widget, view the current scheduled date, time, and customer time zone.
7. Select a new date and time using the calendar widget.
8. Select Reschedule.
{#reschedule-callback__steps_npx_nzl_33c}

## Result

* A confirmation message displays indicating the callback has been successfully rescheduled.
* The callback task is updated with the new schedule.
* The state remains as Open.
{#reschedule-callback__ul_fwp_yzl_33c}

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