Reschedule a callback

---
title: Reschedule a callback
description: Reschedule callbacks on behalf of customers when the original scheduled time is no longer suitable.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/reschedule-callback.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Callback requests by agents, Use omnichannel callback, Customer communication, Use, Customer Service Management]
---

# Reschedule a callback

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

## Before you begin

Role required: sn\_omni\_callback.callback\_writer

## About this task

Reschedule is visible only to agents with the sn\_omni\_callback.callback\_writer role and only for scheduled callbacks.

## Procedure

1.  Navigate to **Workspaces** > **CSM/FSM Configurable Workspace.**.

2.  Select the List icon \(\[Omitted image "list-icon-callback.png"\] Alt text: 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.
5.  Select **Reschedule**.

    **Note:** 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**.


## Result

-   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.