Develop > Processes and Best Practices > Service Desk Workflows > Interaction Matching and Escalation (process SO 0.3)

Interaction Matching and Escalation (process SO 0.3)

When an Interaction is received, the Service Desk Agent first determines if the Interaction is a service request or a request for change, and if so, logs the request. If the Service Desk Agent is not able to resolve the issue, the incident can either be related to an existing incident or logged as a new incident.

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

Interaction Matching and Escalation (SO 0.3) is illustrated in the following figure:

Interaction Matching and Escalation (SO 0.3) process
Process ID Procedure or Decision Description Role

SO 0.3.1

Determine Requirements

After filling out the Interaction details, the Service Desk Agent determines what requirements of the request are.

Service Desk Agent

SO 0.3.2

Service Request?

If a service request is needed, the Service Desk agent logs the request. If not, proceed to SO 0.3.3.

Service Desk Agent

SO 0.3.3

Request for Change?

If a change is required, log the change request. If not, proceed to SO 0.3.4.

Service Desk Agent

SO 0.3.4

Service Desk Agent able to solve?

If the Service Desk agent is able to solve the request, proceed to SO 0.3.5. If not, proceed to SO 0.3.6.

Service Desk Agent

SO 0.3.5

Document solution in Interaction

The Service Desk agent documents the solution implemented.

Service Desk Agent

SO 0.3.6

Solution found in Knowledge Base?

If the solution is already documented in the Knowledge Base, proceed to SO 0.3.7. If not, proceed to SO 0.3.9.

Service Desk Agent

SO 0.3.7

Relate Interaction to Knowledge record

The Service Desk Agent selects “use solution” in the knowledge record to record this as the knowledge source and auto populate details of the solution in the Interaction record solution field.

Service Desk Agent

SO 0.3.8

Implement Solution

The Service Desk Agent then implements the solution for the User.

Service Desk Agent

SO 0.3.9

Match to open Incident?

The Service Desk Agents checks to see whether another open incident is similar to the new request, and if a match can be made. If a match can be made, proceed to SO 0.3.10. If not, log the incident.

Service Desk Agent

SO 0.3.10

Relate Interaction to Incident

If an open incident matches the new request, the Service Desk Agent relates the two.

Service Desk Agent

SO 0.3.11

Save and Provide Interaction ID to User

The Service Desk Agent saves the incident and provides the Interaction ID to the User.

Service Desk Agent