Create an interaction record in ITSM Agent Workspace

Create an interaction record when you communicate with the user if you are not clear on the user requirements. You can create an incident or a request later from the interaction based on the use case.

Before you begin

Role required: workspace_agent or admin

About this task

• On clicking Create Incident from the Interaction record form, a new unsaved Incident opens that has the value of the caller and the short description copied from the Interaction record.
• On clicking Create Problem from the Interaction record form, a new unsaved Problem opens that has the value of the Problem statement copied from the Short description of the Interaction record. The Allow Problem creation from Interaction (glide.problem.interaction.allow_create) problem property available at Problems > Administration > Problem Properties determines whether the Create Problem option is shown on the Interaction form.
• On clicking the Create Standard Change, you are directed to the New Catalog Item page. Select Standard Change from the menu.
• On clicking Create Request, you are directed to the New Catalog Item page from where you can create a new catalog request.

Procedure

1. Navigate to Agent Workspace > Agent Workspace Home.
2. Click the plus icon () to open a new tab.
   The New Interaction page appears.
3. On the form, fill the fields.

   Field	Description
   Number	[Auto-generated]. Unique number to identify the interaction record.
   Type	The communication channel using which the agent interacted with the user.
   State	Different states through which the interaction proceeds for a resolution.
   Opened for	The agent for whom the interaction is created.
   Assigned to	The agent to work on the interaction.
   Wait time	The duration from creation of the interaction to the time it is assigned to an agent.
   Short description	A brief description of the interaction.
   Work notes	Inscription about the work that you perform on the interaction record.

4. Click Save.
   An interaction record is created. The User's Calls and the User's Task related list are available on the Interaction form.

   • User's Calls: The User’s Calls related list displays historical calls between a requester and Service Desk agents. This feature is available to the users who has the Service Desk Call plugin (com.snc.service_desk_call) already activated.
     Note:

     From the Orlando release, the Service Desk Call plugin (com.snc.service_desk_call) requires a separate subscription and must be activated by a ServiceNow personnel. Users with the admin role can no longer activate the plugin.

     The customer name in the Opened for field in Interaction is matched with the Caller field in Service Desk calls and records are retrieved based on the number of days mentioned in the interaction property Number of days (integer) for which past user call records are retrieved. The default value is seven (7). A setting of zero (0) disables this feature.

     (glide.new_call.interaction.records_age).
   • User's Task: When a requester contacts an agent through chat, phone call, request, or walk-in, the User’s Task related list shows the agent all of the other tasks (incident, problem, change request, request, and so on) that have been created for the requester. For example, if a requester calls about the status of a request that was made the previous day, the User’s Task related list shows the request. Workspace includes the other tasks in the User’s Task related list when the value for the Opened for field in the interaction record matches the:
     • Caller field in an incident record
     • Opened by field in a problem record
     • Requested by field in a change record
     • Requested for field in a Service Catalog record