Create change request from user interaction

Applies to User roles: Service Desk Agent

As a Service Desk Agent, you can escalate an interaction to a change record that is linked to the interaction.

To create a change request from a user interaction, follow these steps:

1. Click Service Desk > Interaction Queue or select Interaction from your To Do Queue list.
2. From the record list, double-click the open-idle Interaction that you want to escalate to a change.
3. Click Fill for the Category field.
4. Double-click Request for Change and select the subarea.
5. Click Escalate. The Escalation Details wizard opens.

6. Click the list fields to select the Location, Assignment, and Requested End Date for the change.

   Note A Change Coordinator is automatically assigned based on your selections.

7. Click Finish. A notification message with the change number displays above the interaction detail fields and the Service Desk application notifies the original end user of the actions taken.
8. Click Save & Exit.

Related topics

Create a new change request
Create change request from user interaction
Update a change request
Withdraw a change request