To add a call activity note to the current ticket:
Click the Add Call Note button in the global context area. The Add Call Note pop-up window is displayed.
Select or clear the Inbound Call check box. Selecting the Inbound Call check box marks the call note type as an inbound telephone call activity in the Ticket Activity list. Clearing the Inbound Call check box will mark the call note type as an outbound telephone call activity in the Ticket Activity list.
Select the Share with Customer check box to make call activity note information available to external customers. Selecting the Share with Customer check box makes the note public and available to customers using your Self Service site.
Type call activity information in the Enter Note text box, and then click OK. Call notes are recorded as ticket activities available to view from the global context area, the Ticket Activity panel, and the Ticket Notes section of the Ticket Summary panel.
