Creating call logs in Smart Recorder
Before you begin
The Smart IT administrator must configure the enableSmartRecorderCallLog parameter to true in the Centralized-configuration to get the Create Call Log button in the Smart Recorder screen.
To create a call log
The following steps describe how to create a call log:
- Start typing a customer name followed by @ in Smart Recorder, and select a customer from the suggestion list.
The Create Call Log button is enabled when you type a text. You can continue typing your text during a call. When you select a customer, the Create Ticket button appears. - Instead of creating a ticket, if you want to create a call log, click Create Ticket > Create Call Log. The event type list is displayed.
- Click the specific event for which you want to create a call log. For example, click Caller Hanging up if the call was interrupted by the caller. The call log is created and saved in the SMT:Smart Recorder Call Log form of BMC Helix ITSM.
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