Service Desk workflows and user tasks

Every user contact with the Service Desk is logged in an interaction record. User Interaction Management is the process for handling all interactions with the service desk that are received from self-service webpages or directly from service desk personnel. This process streamlines service desk activities, thereby decreasing the workload for second line support teams.

In an out-of-box system, depending on the interaction categories, different fulfillment processes are triggered to help fulfill the user requests. Only the interactions that are in the "complaint" or "compliment" categories are handled in the Service Desk module. The following table describes the categories and their corresponding processes in the out-of-box system.

Interaction category	Workflow	Fulfillment process to be triggered
incident	Streamlined Service Desk	Incident Management
request for information	Streamlined Service Desk	Request Fulfillment
problem	Streamlined Service Desk	Problem Management
service request	Streamlined Service Desk	Request Fulfillment
request for administration	Streamlined Service Desk	Request Fulfillment
request for change	Streamlined Service Desk	Change Management
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.
support catalog	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.
complaint	Streamlined Complaint or Compliment	Complaint process (the "Streamlined Complaint or Compliment" workflow) in Service Desk.
compliment	Streamlined Complaint or Compliment	Compliment process (the "Streamlined Complaint or Compliment" workflow) in Service Desk

For the categories that are associated with the "Streamlined Service Desk" or "Streamlined Service Catalog" workflow, when the fulfillment process is triggered, a fulfillment record is created and linked to the original interaction. When the fulfillment record is closed, the corresponding interaction record is also closed automatically.

For the complaint and compliment categories, the "Streamlined Complaint or Compliment" workflow is provided so that the interactions in these categories can be handled appropriately in the Service Desk module without triggering a fulfillment process.

• Streamlined Service Desk

  

  The Streamlined Service Desk workflow handles interactions in the following categories and triggers corresponding fulfillment processes:

  • incident
  • request for information
  • problem
  • service request
  • request for administration
  • request for change

  • support catalog

• Streamlined Service Catalog

  

  The Streamlined Service Catalog workflow handles service catalog requests. After you order a service catalog item, based on the connector definition of the ordered item, one or more fulfillment records are created and linked to the interaction.

• Streamlined Complaint or Compliment

  

  The Streamlined Complaint or Compliment workflow handles user complaints and compliments.

To view more workflow diagrams and other information about the Service Desk process, refer to the Process Designer Best Practices Guide that is linked to in the related topics.