Should I migrate from CALL to IMS?

[Bradley Ross]

ServiceNow has a "Service Desk Call" application plugin and an "Interaction Management System" application plugin. We have been using the Call application for a while. It works great to document the information about a call before we know whether it will be an incident or a service request. 

We're implementing the Walk-Up Experience and noticed that it wants to create Interaction (IMS) records. Are interaction records intended to replace call records? Or should each call also create an interaction record behind the scenes? Should each Connect Support Chat message also create an interaction record behind the scenes?

The documentation for Interactions is still pretty slim. https://docs.servicenow.com/bundle/newyork-servicenow-platform/page/administer/interaction/concept/i...

[sachin_namjoshi · Accepted solution]

IT's best to keep interaction functionality and migrate your existing call data to interaction records.

You can create Service request or incident from interaction records via agent workspace.

Also, virtual agent chat interacts with interaction record OOB.

Also, agent work-space interacts with Interaction OOB.

Regards,

Sachin

[PierreDumoulin]

Interesting topic, we are about to do the same as our service desk is looking to move on to more advanced features like agent workspace and, also, we need to refactor a custom walk up experience solution into ServiceNow's, now that one is available. Pray tell, is it possible to simply migrate from call to IMS proactively and, more importantly, transparently, without actually migrating to the other solutions just yet? If so, I would very much like to get this out of the way before moving onto next steps, as a lot of analysis and customer education is left to be done in that regard. I'd appreciate any thoughts you might have on the subject. thanks so much!

[pooja V1]

@Bradley Ross I have couple of questions on using the Interaction Record,

1. When we install interaction plugin, how to move data from call record to Interaction record?
2. Is there anything like we need to only use Interaction record and call record will be removed from ServiceNow?

3. If we start using Interaction Record, what happens to call record? Do we need to remove it or do anything?

Thanks in Advance!! 🙂 

[Bradley Ross]

I believe the migration is entirely manual and up to the customer. The call records will hang around indefinitely, though ServiceNow isn't going to be supporting the application anymore.