Best Practice for Password Resets

[Eric_Gauthier]

Hi all, 

We just recently started using Service Operations Workspace and Interactions for Agent Chat for when users want to change their passwords and need assistance from an agent.  We are trying to reduce the number of calls we get to the Service Desk.  My question is to see what Best Practice is or what other are doing, as our team is getting the Interactions, and helping the user reset their password and then they are creating an incident from the Interaction.  However, I am finding on several occasions that the agent forgets to create the incident.  
Are others creating incidents in this case? If so, have you put anything in place to help them make sure they are creating the incident? If not, why?
Thanks for your time.

-Eric 

[SanjivMeher]

I dont think Password Change is an incident. It is just an interaction between the service desk and user to get help on something that should be logged and closed or may be a Service request.

Incident is when there is a disruption of the normal operation of an IT service. An ITIL expert/Incident Manager in your Org can advice you on this as well.