Configure the Service Desk settings

To configure Service Desk settings, follow these steps:

1. Click Service Desk > Administration > Settings in the System Navigator.

2. Configure the following settings for the Service Desk application:

   Setting	Description
   Enable "Create New Interaction" Menu Entry	This setting determines whether the interactions will be created to follow the legacy interaction workflows (select the check box) or the new streamlined workflows introduced as of SM 9.41 (clear the check box). The streamlined interaction solution is disabled by default so that if you want to run your previous interaction processes (workflows) as in 9.40 Codeless, you can continue to use them without any issues or additional configuration when you upgrade to Service Manager 9.41 or later. To enable the streamlined interaction solution, see Enable streamlined interaction. Note The menu entry for creating new interactions also depends on whether the SM Smart Analytics feature is enabled or not. For more information, see Consolidated menu entry for interaction creation below. If you use streamlined interaction and later you decide to select this check box to go back to the legacy interaction workflow, you need to go into the Interaction category records and change the workflow back to the non-streamlined workflows. The following table is for your reference: Interaction category Associated non-streamlined workflow in SM Codeless Associated workflow in streamlined interaction solution complaint ServiceDesk Streamlined Complaint or Compliment compliment ServiceDesk Streamlined Complaint or Compliment incident ServiceDesk Streamlined Service Desk problem ServiceDesk Streamlined Service Desk request for administration ServiceDesk Streamlined Service Desk request for change ServiceDesk Streamlined Service Desk request for information ServiceDesk Streamlined Service Desk service request ServiceDesk Streamlined Service Desk support catalog N/A Streamlined Service Desk service catalog Service Catalog Streamlined Service Catalog
   Default Category	The default category when you create a new interaction. The out-of-box value for this parameter is None. The default category is used when you click Create New Interaction: If no default category is defined, you are prompted to select a category before the interaction detail screen appears. If the default category is defined, the interaction detail screen is displayed directly and the Category field is populated with the default category. Note The default category does not apply to the ESS requests. For support requests submitted through ESS, interactions are always created in the "incident" category or the category suggested by SM Smart Analytics.

3. Click Save.

Consolidated menu entry for interaction creation

Depending on whether Smart Analytics is enabled and whether the new streamlined interaction solution is used, the menu entries for creating new interactions are different. To learn how the menu entries are consolidated, see the following table:

Related topics

Service Desk administration