---
title: Create new callback form
description: Field descriptions for the Create New Callback form for CRM Touchpoints.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/order-management/create-call-touchpoint-form.html
release: australia
topic_type: reference
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Activity Management reference, Sales automation, Reference, Sales Customer Relationship Management]
---

# Create new callback form

Field descriptions for the Create New Callback form for CRM Touchpoints.

<table id="table_dg5_pwl_33c"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Number

</td><td>

System-generated unique identifier for the callback record starting with prefix CAL.

</td></tr><tr><td>

Short description

</td><td>

Brief summary of the purpose of the call.

</td></tr><tr><td>

Reason for the call

</td><td>

Reason or context for the callback. The available options are:-   None \(default\)
-   Product Issue
-   Order Issue
-   Billing Issue
-   Customer Survey
-   Other issue
-   Sales Discovery
-   Product Feedback
-   Customer Relationship Building

</td></tr><tr><td>

Callback context

</td><td>

This field is automatically set to the CRM touchpoint from which the callback was created.

</td></tr><tr><td>

Priority

</td><td>

Priority level of the callback. The available options are:-   None \(default\)
-   1 - Critical
-   2 - High
-   3 - Moderate
-   4 - Low
-   5 - Planning

</td></tr><tr><td>

Assigned to

</td><td>

Agent responsible for making the call.

</td></tr><tr><td>

Due date

</td><td>

Date and time by which the call should be completed.

</td></tr><tr><td>

Callback number

</td><td>

Phone number to call.

</td></tr><tr><td>

Outcome

</td><td>

Result of the call, recorded after the callback is completed. The available options are:-   None \(default\)
-   Resolved
-   Timeout
-   Max attempts exceeded
-   No show
-   Cancelled by agent
-   Technical issue
-   Picked up
-   Interested
-   Left Voicemail
-   Rescheduled
-   Other

</td></tr><tr><td>

State

</td><td>

Current state of the callback record. The available options are:-   Open
-   Work in Progress
-   Closed Complete
-   Closed Abandoned
-   Cancelled

</td></tr><tr><td>

Description

</td><td>

Optional additional details about the callback.

</td></tr><tr><td>

Work notes

</td><td>

Internal notes about the callback, visible only to team members.

</td></tr></tbody>
</table>**Parent Topic:**[Activity Management reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/activity-management-reference.md)

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[Schedule a call from a touchpoint](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/schedule-call-crm-touchpoint.md)