Develop > Processes and Best Practices > Service Desk Workflows > Interaction Handling (process SO 0.2)

Interaction Handling (process SO 0.2)

The service desk is responsible for handling all user interactions received by the self-service Web portal, email, or phone. The service desk attempts to resolve an interaction when the user makes first contact with the service desk. Interaction Handling includes the registration and preliminary investigation of interactions including the matching against open incidents, problems, known errors, and the knowledgebase to maximize the first-line solving ratio.

When the service desk cannot close an interaction on first contact, the Service Desk agent escalates it to Incident Management, Change Management, or Request Fulfillment.

You can see the details of this process in the following figure and table.

Interaction Handling (SO 0.2) is illustrated in the following figure:

Interaction Handling (SO 0.2) process

Process ID

Procedure or Decision

Description

Role

SO 0.2.1

Register New Interaction?

If the interaction is new, go to SO 0.2.5. If not, go to SO 0.2.2.

Service Desk Agent

SO 0.2.2

Link User details to Interaction submitted from Self-Service

Fill in the name of the caller in the Contact Person field and the name of the user in the Service Recipient field (if different).

Service Desk Agent

SO 0.2.3

Determine affected service

In the Affected Service field, select the service that matches the user request. Then, go to SO 0.2.9.

Service Desk Agent

SO 0.2.4

Monitor for Self-Service newly created Interactions

If there are new Interactions, follow the same Interaction registration process.

Service Desk Agent
SO 0.2.5 Select Interaction category Select the appropriate Interaction category from the available category list, and then go to SO 0.2.6. Service Desk Agent

SO 0.2.6

Apply Interaction Template (if appropriate)

If there is an interaction model available, apply the model to quickly define the interaction. If no model exists, the default interaction settings are shown.

Service Desk Agent

SO 0.2.7

Follow Template instructions

The predefined fields are filled in from the model.

Service Desk Agent

SO 0.2.8

Manually fill out Interaction details

Fill out the required interaction details such as short title, a full description, Contact, Service Recipient, and Affected Service. In addition, select the applicable impact and urgency. The assignment group is automatically filled in, based on the Service Desk Group configured in the Service Desk environment record.

Service Desk Agent

SO 0.2.9

Provide update details to User

Inform the user of recent updates made by Analysts, and then update the interaction by stating that the user requested an update.

Service Desk Agent

SO 0.2.10

Monitor for Self-Service Interaction Updates

If Interactions are updated, they must be reassessed and a new incident may need to be opened.

Service Desk Agent

SO 0.2.11

Assess Interaction Update

Evaluate Interactions that have been updated or resubmitted.

Service Desk Agent

SO 0.2.12

Open new Incident?

If the user is unhappy with a solution provided and a new incident must be opened, go to SO 0.2.13. If not, go to SO 0.2.16.

Service Desk Agent

SO 0.2.13

Open new Incident allowed?

If opening a new incident is allowed due to a user request during a specific period after solution notification, go to SO 0.2.14. If not, go to SO 0.2.6.

Service Desk Agent

SO 0.2.14

Open new Incident

Because the previously registered incident was solved incorrectly, open a new incident and provide an update that states the reason that the incident was created.

Service Desk Agent

SO 0.2.15

Complete/Update Interaction details & Relate to Incident

Relate the interaction to the open incident.

Service Desk Agent

SO 0.2.16

User requesting closure?

If the user is requesting the incident be closed, go to SO 0.2.17. If not, go to SO 0.2.19.

Service Desk Agent

SO 0.2.17

Update/Close related records

Update the related record as needed and close it.

Service Desk Agent

SO 0.2.18

Withdraw Interaction if appropriate

Withdraw the interaction if this registration is not needed anymore.

Service Desk Agent

SO 0.2.19

Review/Manage records

Review the records and take action accordingly.

Service Desk Agent

SO 0.2.20

Withdraw Interaction if appropriate

Withdraw the interaction if this registration is not needed anymore.

Service Desk Agent