---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Work on an interaction in Service Operations Workspace

# Work on an interaction in Service Operations Workspace {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Work on customer conversations to resolve issues.

## Before you begin

Role required: itil or admin

## Procedure

1. Open an interaction.
2. Perform any of the following actions on the interaction record page.

   | Option | Description |
   | Create incident | Select Create incident. Note: If you create an incident from an interaction, it is auto-assigned to the user to whom the interaction is assigned. |
   | Create change | From the Create incident drop-down, select Create change. Note: You can only create a change request of the pre-approved change type. |
   | Complete | Select Complete to mark the state of the interaction as Closed Complete and end the active conversation with the user. |
   | Abandon | From the Complete drop-down, select Abandon. This action marks the state of the interaction as Closed Abandoned and ends the active conversation with the user. |
   | Create request | From the Create incident drop-down, select Create request. For more information, see [Create a catalog request in Service Operations Workspace](https://www.servicenow.com/docs/anc7mAdhAclo595sSCQqkw "Create a catalog request in Service Operations Workspace to initiate a catalog request flow from a different IT Service Management flow. For example, from an incident flow, you can create a request and associate the request with the incident to help track requests associated with an incident and vice versa."). |
   | Create problem | From the Create incident drop-down, select Create problem. Note: This option is available only when the Allow Problem creation from Interaction (glide.problem.interaction.allow_create) problem property is activated from ProblemProblem Properties. |
   | View record information | The related records of a requester are displayed as intended for Service Operations Workspace. You can access the Assigned assets, Recent interactions, and Recent tasks of the requester. Note: If the type is Walk-up, you can view the walk-up summary of the interaction record. You can view the device health of the user's assets to provide a resolution to the user. Select Assigned assetsView device health. This option is available only if the DEX plugin (sn_dex) is installed and DEX monitoring is enabled for the asset. For more information on Digital End-User Experience, refer . |
   | Copy the record page URL to easily access the record | Select the more actions icon (![]()) and select Copy URL. |
   | Attach a record that helps in quick resolution of the interaction | 1. From the contextual side panel, select the agent assist icon (![]()). 2. Search for a resource and perform the required action, for example, find a relevant knowledge base article and attach a link to it to work notes. Note: The agent assist icon is available only for users with the following roles: itil or interaction_agent. For information on configuring additional search resources, see [Configure search resources for an interaction in Service Operations Workspace for ITSM](https://www.servicenow.com/docs/tDrVuEL6Bg7eiL_QqYKiJA "You can configure additional search resources for an interaction to assist agents with quick resolution of the interaction."). |
   | Add attachments | From the contextual side panel, select the attachments icon (![]()). Alternatively, you can drag the attachment into the Active Chat window of the interaction. Note: The added attachments are displayed in the activity stream in the Compose section. |
   | Create templates for reuse | From the contextual side panel, select the templates icon (![]()) and create a template or reuse an existing one. |
   |-|-|

   {#work-on-interaction-sow__choicetable_hvj_ccg_vsb}
{#work-on-interaction-sow__steps_lrq_wf4_vsb}
**Related tasks**   

* [Create an interaction in Service Operations Workspace](https://www.servicenow.com/docs/4IONuaY6aAiQs8sO7H6QTA "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.")
* [Collaborate using Microsoft Teams from an interaction record in Service Operations Workspace](https://www.servicenow.com/docs/SQ23Fh9xsclevYRv0dj4jA "Initiate a chat or make conference calls using Microsoft Teams to communicate with stakeholders and resolve the issue.")
* [Associate an interaction with a task record](https://www.servicenow.com/docs/107~k_8kWKrZcXTqm62yrA "Associate a record with an interaction to use data to streamline processes, enhance the customer experience, and improve resolution time.")

*[\>]: and then