Work on an interaction in Service Operations Workspace
Work on customer conversations to resolve issues.
Before you begin
Role required: itil or admin
Procedure
Open an interaction.
Perform any of the following actions on the interaction record page.
| Option | Description |
|---|---|
| Create incident | Click Create incident.Note: If you create an incident from an interaction, it will be auto-assigned to the user to whom the interaction is assigned. |
| Create change | From the Create incident drop-down, select Create change.Note: You can only create a change request of the pre-approved change type. |
| Complete | Click Complete to mark the state of the interaction as Closed Complete and end the active conversation with the user. |
| Abandon | From the Complete drop-down, select Abandon. This action marks the state of the interaction as Closed Abandoned and ends the active conversation with the user. |
| Create request | From the Create incident drop-down, select Create request. For more information, see Create a catalog request in Service Operations Workspace. |
| Create problem | From the Create incident drop-down, select Create problem. Note: This option is available only when the Allow Problem creation from Interaction (glide.problem.interaction.allow_create) problem property is activated from Problem > Problem Properties. |
| View record information | The related records of a requester are displayed as intended for Service Operations Workspace. You can access the Assigned assets, Recent interactions, and Recent tasks of the requester.Note: If the type is Walk-up, you can view the walk-up summary of the interaction record. You can now view the device health of the user's assets to provide a resolution to the user. Select Assigned assets > View device health. This option is available only if the DEX plugin[sn_dex] is installed and DEX monitoring is enabled for the asset. For more information on Digital End-User Experience, refer Digital End-User Experience. |
| Copy the record page URL to easily access the record | Select the more actions icon ( Image omitted: more-actions-icon.png more actions icon) and select <strong>Copy URL</strong>.</td></tr><tr><td id="d368496e290"><strong>Attach a record that helps in quick resolution of the interaction</strong></td><td><ol> Image omitted: agent-assist-icon.png agent assist icon).</li> For information on configuring additional search resources, see Configure search resources for an interaction in Service Operations Workspace for ITSM. |
| Add attachments | From the contextual side panel, click the attachments icon ( Image omitted: attachment-icon.png From the contextual side panel, click the templates icon \( attachments icon). Alternatively, you can drag and drop the attachment into the <strong>Active Chat</strong> window of the interaction.<strong>Note:</strong> The added attachments are displayed in the activity stream in the <strong>Compose</strong> section.</td></tr><tr><td id="d368496e352"><strong>Create templates for reuse</strong></td><td> Image omitted: template-icon.png templates icon\) and create a template or reuse an existing one. |
Parent Topic:Interaction Management in Service Operations Workspace
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Create an interaction in Service Operations Workspace
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