PD Interaction module

If an interaction is ordered from the catalog or opened by Service Desk and includes pending request level approvals, it is read-only on Mobile Applications client before all approvals are approved. You are able to approve or deny the interaction in this phase. In addition, you are also able to search for any approved or denied interaction by using global search and then retract the interaction.

After approving all pending approvals, the interaction moves to the Work In Progress phase. You are able to update and withdraw the interaction in this phase.

After updating the proposed solutions and save the record, the interaction moves to the Review phase. You are able to update and close interaction in this phase.

After closing the interaction on Mobile Applications client, the interaction moves to the Closure phase and all tabs become read-only.

Note Streamlined Interaction is disabled by default in Service Manager 9.50. You need to manually enable it before accessing the interactions from the Mobile Applications client. After you adopted Streamlined Interaction, the workflow is slightly different after interaction approval. For more information, see HPE Service Manager Help Center > Service Desk.