Create a new problem from a user interaction

Part of Workflow(s): Problem Management: Logging

Applies to User Roles: Service Desk Agent

You can create a problem from a user interaction. You can also update a problem from a user interaction that has already been triggered to a problem.

Create a problem from a user interaction

To create a problem from a user interaction, follow these steps:

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

2. Specify the Contact for the interaction.

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 problem category.

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. The New Problem form is displayed, with fields populated with the values from the interaction.

10. Proceed with opening a new problem by updating fields such as Affected Service, and then click Save.

11. Search possible solutions in the form that appears. If matching solutions are found, select the corresponding record, and then click Link Selected Record. If you do not want to link a problem to the new problem or if no matching problems are found, click Continue.

12. Complete the problem form with any other relevant information.

13. Click Save & Exit.

Update the new problem

To update the new problem from the related user interaction, follow these steps:

1. Click Service Desk > Interaction Queue. Service Manager opens the Interaction queue.
2. Click the interaction in the queue to display the details of the record.
   
   Those items with a status of Dispatched are user interactions that have been triggered to Problem Management (or another module).
3. On the record details page, click the Related Records tab, and then click the related problem that you want to update.
4. Proceed with updating the problem. After closing the problem form, you are returned to the user interaction list.

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