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The Analysts are the single point of contact between End Users and the IT Service Management of the organization. They are the first contact in an organization for any and all IT questions. The Call Record logged by the End Users are assigned to the Analysts. The Analysts troubleshoot the Call Record and provide a solution to the End Users.

You, as an Analyst, can perform the following key actions in the Call Management module:

• Create Call Records, Creating Call Records for End Users.
• View or update Call Records, see Viewing/Updating Service Request Details.