Viewing the communication log

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The communication log stores inbound and outbound messages and attachments sent between users and agents. You can view entries associated with a record in several applications, including Service Requests, Incidents, and Problems.

The communication log subtab is read-only.

To view the communication log:

  1. In the Service Requests application, display the record for which you want to view the communication log.

  2. Click the Log tab.

  3. On the Communication Log subtab, click the View Details icon next to the entry you want to view. The system displays information about the communication log entry.