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

Interaction Escalation (process SO 0.3)

When an Interaction is received, the Service Desk Agent first determines if the Interaction is a service request, a request for change, a problem or an incident, and if so, logs the request.

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

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

Interaction 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 requirement of the user request is.

Service Desk Agent

SO 0.3.2

Request for Change?

If a Change is required, go to ST 2.1.1 to log the RFC. If not, go to SO 0.3.3.

Service Desk Agent

SO 0.3.3

Problem?

If a Problem is needed, go to SO 4.1.4 to create a new Problem. If not, go to SO 0.3.4.

Service Desk Agent

SO 0.3.4

Service Request?

If a Service Request is required, go to SO 0.3.5. If not, go to SO 0.3.11.

Service Desk Agent

SO 0.3.5

Service Desk Agent able to solve?

If the Service Desk Agent is able to solve the Service Request, go to SO 0.3.6. If not, go to Request Fulfillment process SO 3.1.1.

Service Desk Agent
SO 0.3.6 Open Service Request and document solution The Service Desk Agent creates a new Service Request and documents the solution to be implemented.

Service Desk Agent
SO 0.3.7

Implement solution

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

Service Desk Agent

SO 0.3.8

Verify solution with User

The Service Desk Agent contacts the User and communicates the solution. The user should verify the solution and confirm that the Service Request is fulfilled or the Incident is resolved.

Service Desk Agent
SO 0.3.9 User accepts solution? If the User accepts the solution, go to SO 0.3.10. If not, go to Request Fulfillment process SO 3.1.1 for Service Request or Incident Management process SO 2.2.1 for Incident assignment. Service Desk Agent
SO 0.3.10 Close Service Request or Incident directly The Service Desk Agent closes the Service Request or Incident on first intake. Service Desk Agent
SO 0.3.11 Incident? If it is an Incident, go to SO 0.3.12. If not, go to SO 0.3.1. Service Desk Agent
SO 0.3.12 Service Desk Agent able to solve? If the Service Desk Agent is able to solve the Incident, go to SO 0.3.13. If not, go to Incident Management process SO 2.1.1. Service Desk Agent
SO 0.3.13 Open Incident and document solution The Service Desk Agent creates a new Incident and documents the solution to be implemented. Then go to SO 0.3.7. Service Desk Agent