Manage user interactions

After a user contact with the Service Desk is logged as an interaction, User Interaction Management provides the Service Desk Agents the ability to perform the following tasks from their smartphones:

• Browse and review interactions.
• Approve, deny or close an interaction.
  
• Update interactions. For example, a field engineer can update the details and add an activity (or journal entry) update to an interaction record.

• Approve or deny a Service Catalog request.

Update an open interaction

User role: Service Desk Agent

To update an open Service Desk interaction, follow these steps:

1. Tap the Service Desk interaction record you want to update. The Detail view of this record opens.

2. In the Interaction Details tab, update the request details as needed.

3. Tap the Updates tab.
4. In the New Update Type field, scroll up or down to select a type, and then tap Done.
5. In the New Update field, add the details for the new activity (or journal entry).

6. Tap Save from the action bar to save the record.

The details of the new activity entry will become available for customer viewing on your customer support portal.

Approve or deny an interaction

User role: Service Desk Agent

When an order is submitted from Service Desk, Service Manager automatically creates an interaction that, based on approval requirements, may have to be approved before its fulfillment or to be denied.

To process an interaction, follow these steps:

1. Tap a Service Desk interaction record from the Awaiting Approvals view. The Detail view of this record opens.
2. Review the Service Desk interaction and determine how you will process the approval interaction.

3. To approve an Service Desk interaction, tap Approve from the Ellipsis icon options.

   The record is now approved and disappear from the view list.

4. To deny an Service Desk interaction, follow these steps:

   1. Tap Deny from the action bar.
   2. Type the reason you are denying the request, and then tap Save.

   The record is now denied and disappears from the view list.

Close an interaction

User role: Service Desk Agent

You can close an existing Service Desk interaction if the user accepts the proposed solution. If you or the user disagree with the proposed solution, you need to resubmit the related incident for further investigation.

To close an existing Service Desk interaction, follow these steps:

1. Tap the Service Desk interaction record you want to close. The Detail view of this record opens.
2. Tap the Fill icon in the Contact field to determine which user will be notified of the solution.
3. If necessary, update the Notify By field to determine how the user will be notified.

4. Tap on the Fill icon in the Closure Code field to select a closure code.

5. Type the solution in the Solution field.
6. Tap Close Interaction from the action bar. The status of this interaction record changes to Closed.

Approve or deny a Service Catalog request

User role: Service Catalog approver

When an order is submitted from Service Catalog, Service Manager automatically creates an interaction that, based on approval requirements, may have to be approved before its fulfillment or to be denied.

To process a Service Catalog request, follow these steps:

1. Tap a request record from the My Pending Approvals view. The Detail view of this record opens.
2. Review the request and determine how you will process the approval request.

3. To approve a Service Catalog request, tap Approve from the action bar.

   The record is now approved and disappear from the view list.

   Note You can also approve delegated approvals from the My Pending Delegated Approvals view.

4. To deny a Service Catalog request, follow these steps:

   1. Tap Deny from the action bar.
   2. Type the reason you are denying the request, and then tap Save.

The record is now denied and disappear from the view list.