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what does caller field means in incident form?

Mohd Shahnawaz
Tera Contributor

what does caller field denotes in incident form?

1 ACCEPTED SOLUTION

Aditya Mallik
ServiceNow Employee
ServiceNow Employee

Caller is the user on behalf of whom the incident is being reported. Two cases arise here.



Case 1:


The affected user themselves are creating the incident, in which case Caller is the current user creating the Incident. There is another field Opened by, which in case will be same as the Caller.



Case 2:


A user or Service Desk agent is creating the incident on behalf of another user. In this case, Caller is the actual user affected by the issue. Opened by is the user who is actually creating the Incident.



Hope this helps.



Thanks.


View solution in original post

2 REPLIES 2

Niklas Peterson
Mega Sage

Hi,



The Caller is the person contacting Service Desk to get an Incident registered.



Regards,


Niklas


Aditya Mallik
ServiceNow Employee
ServiceNow Employee

Caller is the user on behalf of whom the incident is being reported. Two cases arise here.



Case 1:


The affected user themselves are creating the incident, in which case Caller is the current user creating the Incident. There is another field Opened by, which in case will be same as the Caller.



Case 2:


A user or Service Desk agent is creating the incident on behalf of another user. In this case, Caller is the actual user affected by the issue. Opened by is the user who is actually creating the Incident.



Hope this helps.



Thanks.