Work on an interaction in Service Operations Workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 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.
      OptionDescription
      Create incident Click Create incident.
      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 Click 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.
      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 Problem > Problem Properties.
      Associate the interaction with a task record
      1. Click the more actions icon (more actions icon) and select Associate record.
      2. From the Document Table list, select the table you want to associate a record from.
      3. In the ID of related record list, select the record.
      4. Click Save.
      Copy the record page URL to easily access the record Select the more actions icon (more actions icon) and select Copy URL.
      View requester information and related records From the contextual side panel, click the requester information icon (requester information icon).
      Note:
      Ensure that the related records of a requester are displayed as intended for Service Operations Workspace. For information about this configuration, see Configure the display of requester related records in an interaction.
      View record information for a walk-up interaction From the contextual side panel, click the record Information - walk-up interaction icon (record Information - walk-up interaction icon).
      Attach a record that helps in quick resolution of the interaction
      1. From the contextual side panel, click the agent assist icon (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.
      Collaborate using Microsoft Teams From the contextual side panel, click the collaborate icon (collaborate icon).

      For more information on collaborating using Microsoft Teams, see ServiceNow integrations with Microsoft Teams in Service Operations Workspace.
      Add attachments From the contextual side panel, click the attachments icon (attachments icon). Alternatively, you can drag and drop 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, click the templates icon (templates icon) and create a template or reuse an existing one.