Linking calls to existing service requests

Link a call to an existing service request when the call is related to a previously reported issue. This keeps a record of everything related to that issue. If you do not link a call to an existing service request, a new service request is automatically created for the call. You can close the related service request when the call is completed.

Before starting this task, ensure that you have started an inbound call, that you are in the Inbound Call workspace, and that you have already confirmed your caller.
To link a call to a service request:

1. In the Service Request field, click Select .
   The Select Service Request dialog opens.

2. Find and select your desired service request.

   Info

   The existing service requests for the confirmed contact are displayed by default. To see all available service requests for any contact, click the Clear button.

3. Click OK .
   The Select Service Request dialog closes.

The service request is linked to the call.