Register a complaint

If a user contacts you regarding a service complaint or a concern with the performance of a configuration item (CI), you can create a Service Desk interaction to collect information about the user's service request. Categorize the service request as a complaint, and then solve or escalate the request.

To register a complaint, follow these steps:

1. Click Service Desk > Create New Interaction.

Service Manager prompts you to choose a category, after which the new interaction form is displayed. However, if a default category is defined in Service Desk > Administration > Settings, you are not prompted to choose a category, and the the new interaction form is displayed with the category field pre-populated.

2. Select the contact for the interaction. The associated fields fill automatically.

   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 Notify By field, select the user's preferred notification method.
4. In the Service Recipient field, select the service recipient. The associated field fills automatically.
5. In the Affected Service field, select the affected service.

6. In the Affected CI field, select the affected CI.

   Note  

   • The Default Impact and Priority values of the affected CI are automatically populated to the Impact and Urgency fields of the interaction record. You can manually change these auto-populated values if needed.
   • If you specify the Impact and Urgency values first and then specify an affected CI with an empty Default Impact or Priority value, the Impact or Urgency value that you selected for the interaction record is cleared.
7. Type a title and description for the interaction.
8. Select the area and subarea.
9. Determine if there is a known solution or workaround for the user's issue. To do this, follow these steps:

   1. Search the available knowledge bases.

      Note When you use the Search Knowledge option from the New Interaction form, Service Manager uses the interaction description text as the search query.

   2. If you find an existing solution or workaround in the knowledge bases, close the interaction by using the solution.
   3. If you are unable to solve the user's issue, search for a problem or known error.
   4. If you find a workaround in the problem or known error records, close the interaction by using the workaround.

10. If you are still unable to solve the issue, select the impact and urgency of the request, and then click Escalate. Service Manager creates both an interaction and an incident, and then associates the interaction to the incident.

Related topics

What is a Service Desk interaction?
Working with Service Desk interaction records
Associating a Service Desk interaction with another application record
Searching records

Register an incident
Register a request for change
Register a request for information
Register a service catalog request
Update an interaction record
Cancel a new Service Desk interaction
Search for a solution