Create an interaction in Service Operations Workspace

Track an interaction that is a centralized location for all communication channels. Each interaction represents a request for assistance through a communication channel, for example, a phone call or a chat.

Before you begin

Role required: itil or admin

Procedure

1. Perform one of the following actions to start creating an interaction.

   Option	Description
   From the List menu in the primary navigation	From the primary navigation, click the list icon (). Click the add icon () next to the List tab. Click New Interaction.
   From an interaction list	Navigate to a list of interactions. Note: Following lists are available for interactions: Assigned to me Active All Click New.

2. On the form, fill the fields in the Details tab.

   Table 1. Create New Interaction form

   Field	Description
   Number	Auto-generated identification number for the interaction.
   Type	Mode through which the interaction started. For example, chat, phone, or walk-up.
   State	State of the interaction.
   Opened for	Name of the user starting the interaction.
   Assigned to	User to whom the interaction is assigned to.
   Short description	Detailed description of the interaction
   Work notes	Work notes related to the interaction.

   Note:

   If the Now Assist plugin isn't activated, you must enter the values for Opened for, and Short description fields to create an interaction.
3. Click Save.

Related tasks

• Work on an interaction in Service Operations Workspace
• Collaborate using Microsoft Teams from an interaction record in Service Operations Workspace
• Associate an interaction with a task record