Enable streamlined interaction

Applies to User Roles:

System Administrator

To enable the streamlined interaction solution, follow these steps:

  1. Click Service Desk > Administration > Settings in the System Navigator, and then clear the Enable “Create New Interaction” Menu Entry option.
  2. Manually change the workflows that are associated to interaction categories to the streamlined interaction workflows according to the following table:

    Interaction category

    Associated workflow in SM Codeless (Out-of-box)

    Workflow for streamlined interaction

    Fulfillment process to be triggered from a streamlined interaction

    incident

    ServiceDesk

    Streamlined Service Desk

    Incident Management

    request for information

    ServiceDesk

    Streamlined Service Desk

    Request Fulfillment

    problem

    ServiceDesk

    Streamlined Service Desk

    Problem Management

    service request

    ServiceDesk

    Streamlined Service Desk

    Request Fulfillment

    request for administration

    ServiceDesk

    Streamlined Service Desk

    Request Fulfillment

    request for change

    ServiceDesk

    Streamlined Service Desk

    Change Management

    support catalog

    N/A

    Streamlined Service Desk

    Support Catalog (Request a non-cart item)

    After you order a support catalog item, based on the connector definition of the ordered item, a fulfillment record is created and linked to the interaction.

    service catalog

    Service Catalog

    Streamlined Service Catalog

    Service Catalog (Request a service catalog item or bundle)

    After you order an item or bundle, based on the connector definition of the ordered item or bundle, one or more fulfillment records are created and linked to the interaction.

    complaint

    ServiceDesk

    Streamlined Complaint or Compliment

    Complaint process (the "Streamlined Complaint or Compliment" workflow) in Service Desk.

    compliment

    ServiceDesk

    Streamlined Complaint or Compliment

    Compliment process (the "Streamlined Complaint or Compliment" workflow) in Service Desk

  3. Manually activate the "support catalog" interaction category (that is, set the Active setting to TRUE).

  4. (Optional) Enable the following out-of-box views for Streamlined Interaction by changing the Audience and Ownership from the default value ("falcon") to the appropriate operators in your organization:

    Folder:

    • Streamlined Service Desk

    Views:

    • Interactions with initial Process Target – Breached;
    • Interactions with initial Process Target – Breach within 1 hour;
    • Interactions with initial Process Target – Breach within 4 hours;
    • Open Complaints and Compliments Assigned to Me
  5. Log out and log back on.

    Now, the streamlined interaction is enabled and you can create streamlined interactions from Service Desk > Create Streamlined Interaction.

    Note If Smart Analytics is enabled, the menu entry for streamlined interaction is still Create Smart Interaction after you enable streamlined interaction, but the underlined interaction workflows are now supported by streamlined interaction. For more information, see Consolidated menu entry for interaction creation.