Create a new Service Desk interaction

User role: Service Desk Agent

You can create a Service Desk interaction to collect information about a service or support request from a user such as a complaint, an incident, a request for change, a service catalog request, and so on. Categorize the service request, and then solve or escalate the request.

To register a new Service Desk interaction:

1. Click Service Desk > Create New Interaction.

   Service Manager prompts you to choose a category, after which the new interaction form is displayed. However, if a default category is defined in Service Desk > Administration > Settings, you are not prompted to choose a category, and the the new interaction form is displayed with the category field pre-populated.

   Tip To change the category of an interaction, select More > Change Category.

2. Specify the Contact for the interaction.

   Note If you use the Fill function to replace the information in a field that already has data, clear the field before you click Fill. If the field contains data, the Fill function cannot operate.

3. In the Service Recipient field, select the service recipient.
4. In the Notify By field, select the user's preferred notification method.
5. In the Affected Service field, select the affected service. (Optional in Logging phase)

6. In the Affected CI field, select the affected CI. (Optional in Logging phase)

   Note The Default Impact and Priority values of the affected CI are automatically populated (if those values are populated in the CI record) to the Impact and Urgency fields of the interaction record. You can manually change these auto-populated values if needed.

7. Select Subcategory and Area. (Optional in Logging phase)
8. Type a title and description for the interaction.

9. Determine if there is a known solution or workaround for the user's issue:

   1. Search available knowledgebases.

      Note When you use the Search Knowledge option from the More menu in the Interaction form, Service Manager uses the interaction description text as the search query.

   2. If you find an existing solution or workaround in the knowledgebases, use the solution and then close the interaction.

10. If you are still unable to solve the issue, select the Impact and Urgency of the request, and then click Escalate.

    Service Manager creates both an interaction and an incident (or a problem, an RFC, and so on) and associates the interaction to the new record.

    When an interaction is escalated to other ITIL processes (such as Incident, Problem, RFC, and so on), the status of interaction will be changed to "Dispatched" automatically. Additionally, the Process Targets that are created to measure the process time from an interaction's Open status to Dispatched status will stop measuring when the interaction is escalated and has a Dispatched status.