---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Create an interaction in Service Operations Workspace

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

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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 | 1. From the primary navigation, click the list icon (![List icon]()). 2. Click the add icon (![add icon]()) next to the List tab. 3. Click New Interaction. {#create-interaction-sow__ol_ggy_vtp_5sb} |
   | From an interaction list | 1. Navigate to a list of interactions. Note: Following lists are available for interactions: * Assigned to me * Active * All {#create-interaction-sow__ul_qvd_55p_5sb} 2. Click New. {#create-interaction-sow__ol_xhy_xlk_5sb} |
   |-|-|

   {#create-interaction-sow__choicetable_vrd_rrt_tsb}
2. On the form, fill the fields in the Details tab.  
   {#create-interaction-sow__table_skg_324_vsb__entry__2}

   | 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. |
   [Table 1. Create New Interaction form]

   {#create-interaction-sow__table_skg_324_vsb}  
   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](https://servicenow-prod.fluidtopics.net/S9Qzg7UWfZ2MUZKn8en~UQ "Work on customer conversations to resolve issues.")
* [Collaborate using Microsoft Teams from an interaction record in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/6qsDyTYpMcQi2glEQZ_L8Q "You can initiate a chat or make conference calls using Microsoft Teams to communicate with stakeholders to resolve the issue.")
* [Associate an interaction with a task record](https://servicenow-prod.fluidtopics.net/L2RtbE4WGN5gl~vywUBgVg "Associating a record to an interaction leverages data to streamline processes, enhance the customer experience, and improve resolution time.")