Creating call logs in Smart Recorder

Before you begin

The BMC Helix ITSM administrator must configure the enableSmartRecorderCallLog parameter to true as described in the Setting configuration parameters in BMC Helix ITSM topic 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:

1. 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.
2. 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.
3. 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 in Mid Tier.