---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Reschedule a callback

# Reschedule a callback {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Reschedule callbacks on behalf of customers when the original scheduled time is no longer suitable.

## Antes de Iniciar

Role required: sn_omni_callback.callback_writer

## Por Que e Quando Desempenhar Esta Tarefa

Reschedule is visible only to agents with the sn_omni_callback.callback_writer role and only for scheduled callbacks.

## Procedimento

1. Navigate to WorkspacesCSM/FSM Configurable Workspace..
2. Select the List icon (![List icon to view callback list]())
3. In the Callbacks section, select Scheduled callbacks.
4. Navigate to the callback task record page by either:
   * Selecting the callback in the Scheduled Callbacks list view, or
   * Selecting the callback tile in the contextual side panel.
   {#reschedule-callback__choices_w1w_3gd_m3c}
5. Select Reschedule.  
   Nota:  
   Reschedule is visible only for scheduled callbacks.
6. In the Reschedule widget, view the current scheduled date, time, and customer time zone.
7. Select a new date and time using the calendar widget.
8. Select Reschedule.
{#reschedule-callback__steps_npx_nzl_33c}

## Resultado

* A confirmation message displays indicating the callback has been successfully rescheduled.
* The callback task is updated with the new schedule.
* The state remains as Open.
{#reschedule-callback__ul_fwp_yzl_33c}