---
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


---

# Work on an interaction in Service Operations Workspace

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

Release version: Australia  
Updated March 12, 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 | 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](https://servicenow-prod.fluidtopics.net/h6YJedhLzcxlDb_GWNAfGg "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 now 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 [Digital End-User Experience](https://servicenow-prod.fluidtopics.net/xZEdGqsffmIDESqO46AB1w "ServiceNow Digital End-User Experience (DEX) offers comprehensive monitoring for applications, networks, and devices, promoting optimal performance across all channels. DEX includes Application and Device Health for monitoring performance and compliance, DEX Content Playbook for facilitating remediation with policies and metrics checks, and Desktop Assistant for integrating ServiceNow functionalities into the daily end-user workflows."). |
   | 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](https://servicenow-prod.fluidtopics.net/2DxeW04QyBQnV~Y01ikeuQ "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, 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. |
   |-|-|

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**Related tasks**   

* [Create an interaction in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/_OU9kuO_jV1ZJ5HxQt7z8A "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://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.")

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