Use > Service Desk (Streamlined Interaction) > Service Desk administration > Configure the Service Desk settings

Configure the Service Desk settings

Applies to User Roles:

System Administrator

To configure Service Desk settings, follow these steps:

  1. Click Service Desk > Administration > Settings in the System Navigator.
  2. Configure the following settings for the Service Desk application:

    Setting

    Description

    Enable "Create New Interaction" Menu Entry

    This setting determines whether the interactions will be created to follow the legacy interaction workflows (select the check box) or the new streamlined workflows introduced as of SM 9.41 (clear the check box).

    The streamlined interaction solution is disabled by default so that if you want to run your previous interaction processes (workflows) as in 9.40 Codeless, you can continue to use them without any issues or additional configuration when you upgrade to Service Manager 9.41 or later.

    To enable the streamlined interaction solution, see Enable streamlined interaction.

    Note The menu entry for creating new interactions also depends on whether the SM Smart Analytics feature is enabled or not. For more information, see Consolidated menu entry for interaction creation.

    If you use streamlined interaction and later you decide to select this check box to go back to the legacy interaction workflow, you need to go into the Interaction category records and change the workflow back to the non-streamlined workflows. The following table is for your reference:

    Interaction category

    Associated non-streamlined workflow in SM Codeless

    Associated workflow in streamlined interaction solution

    complaint

    ServiceDesk

    Streamlined Complaint or Compliment

    compliment

    ServiceDesk

    Streamlined Complaint or Compliment

    incident

    ServiceDesk

    Streamlined Service Desk

    problem

    ServiceDesk

    Streamlined Service Desk

    request for administration

    ServiceDesk

    Streamlined Service Desk

    request for change

    ServiceDesk

    Streamlined Service Desk

    request for information

    ServiceDesk

    Streamlined Service Desk

    service request

    ServiceDesk

    Streamlined Service Desk

    support catalog

    N/A

    Streamlined Service Desk

    service catalog

    Service Catalog

    Streamlined Service Catalog

    Default Category

    The default category when you create a new interaction. The out-of-box value for this parameter is None.

    The default category is used when you click Create New Interaction:

    • If no default category is defined, you are prompted to select a category before the interaction detail screen appears.
    • If the default category is defined, the interaction detail screen is displayed directly and the Category field is populated with the default category.

    Note The default category does not apply to the ESS requests. For support requests submitted through ESS, interactions are always created in the "incident" category or the category suggested by SM Smart Analytics.

  3. Click Save.