Add a required action

A required action is an action that a service recipient or your service organization requires you to perform before an interaction can be closed. For example, the service recipient may want to be contacted by a certain date. When you make this a required action, nobody can close this interaction until someone contacts the service recipient.

By default, Service Manager defines one required action:  When the Notify By field for an interaction is set to "telephone" the Service desk Agent must complete and close the required action before the interaction can be closed.

When you add a required action to an interaction record, the system updates the status of the record to Open-Callback, which means that the specified required action must be completed before the interaction and any associated incidents can be closed. The Service Desk Agent specifies what the required action is when they add the required action information to the interaction record. Required Actions lists a description of the action required for the interaction and a link to any associated incidents.

To add a required action, follow these steps:

1. Click Service Desk > Search Interactions.
2. Use search or advanced search to find one or more records.
3. Double-click the record to open it.
4. Click More or the More Actions icon, and then select Add Required Action.
5. Type the action details and a reason for the required action.

6. Select the incident number to associate with this interaction.

   Note You can click Fill to display a list of incidents.

7. Click OK.

   Note You cannot close the interaction until someone performs the required action.