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.
    Note: If you create an incident from an interaction, it will be 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 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. For more information, see Create a catalog request in Service Operations Workspace.
    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.
    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 now view the device health of the user's assets to provide a resolution to the user. Select Assigned assets > View 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 Digital End-User Experience.
    Copy the record page URL to easily access the record Select the more actions icon (more actions icon) and select Copy URL.
    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 in Service Operations Workspace for ITSM.
    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.