Create a streamlined interaction

User role: Service Desk Agent

You can create an interaction to collect information about a service or support request from a user. After you categorize the user request (such as an incident, a request for change, a service catalog request, a complaint, and so on), you can proceed with the process that associated with the category to solve the user request.

To register a new Service Desk interaction, follow these steps:

1. Click Service Desk > Create Streamlined Interaction. The New Interaction form is displayed.

2. In the Contact field, select the contact person for the interaction.

   Note If you use the Fill function to replace the information in a field that already has data, clear the field before you click Fill. If the field contains data, the Fill function cannot operate.

3. In the Service Recipient field, select the service recipient.
4. In the Notify By field, select the user's preferred notification method.
5. Type a description for the interaction.
6. In the Category field, select the category for the interaction.
7. (Optional) In the Subcategory and Area fields, select the subcategory and area for the interaction.
8. In the Affected Service field, select the affected service.

9. Click the Continue button. After you click Continue, an interaction record is created and the fulfillment process associated with the selected category is initiated. Then, you can follow the workflow of the triggered process to handle the user request.

   The following table describes the categories and their corresponding processes in the out-of-box system.

   Interaction category	Fulfillment process to be triggered
   incident	Incident Management
   request for information	Request Fulfillment
   problem	Problem Management
   service request	Request Fulfillment
   request for administration	Request Fulfillment
   request for change	Change Management
   service catalog	Service Catalog (Request a service catalog item or bundle) After you order an item or bundle, based on the connector definition of the ordered item or bundle, one or more fulfillment records are created and linked to the interaction.
   support catalog	Support Catalog (Request a non-cart item) After you order a support catalog item, based on the connector definition of the ordered item, a fulfillment record is created and linked to the interaction.
   complaint	Complaint process in Service Desk
   compliment	Compliment process in Service Desk

   Tip If the fulfillment record has not been created, you can click Cancel or Back to go back to the interaction logging form. Then, you can change the interaction category to trigger another fulfillment process.

10. Enter the information as necessary in the fulfillment record, and then click Save.