---
sourceDocument: Xanadu Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/employee-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Using interactions in HR Service Delivery Agent Workspace

# Using interactions in HR Service Delivery
Agent Workspace {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Use interaction records to create an HR case or reference employee information to decide
to create a case or request from different types of employee communications.

An interaction is a request for assistance made through chat, phone, or in person. You can
route interactions by skill, group, or directly to an HR agent.

You can also create an interaction for simple requests where you decide you might not want to
create an HR case or associated tasks.

Interaction records are automatically created when you are using agent chat.  
Note:  
Agent Assist is available for interactions.

For more information on interactions, see [Interaction records in Agent
Workspace](https://www.servicenow.com/docs/access?context=interaction-message-agent-workspace&version=xanadu&pubname=xanadu-platform-user-interface&ft:locale=en-US).

## Create interactions in HR Service Delivery
Agent Workspace {#ariaid-title2}

You can create interaction records from the HR Service Delivery
Agent Workspace form.

### Before you begin

Role required: sn_hr_core.case_writer

### Procedure

1. Navigate to AllHR Case ManagementHR Agent Workspace.
2. To create an interaction, select the ![Create case icon]() Create case icon.
3. Select Interaction.  
4. In the details section, enter information about the interaction.  
5. Fill in the fields.  
   {#agent-ws-hr-create-interactions__table_m1m_n1b_5jb__entry__2}

   | Field | Description |
   |-|-|
   | Details | Every interaction record defaults to the Details form, showing initial interaction record information. |
   | Number | The number assigned to the interaction record. |
   | Type | The type of communication responsible for the interaction record. The values are: * None * Chat {#agent-ws-hr-create-interactions__ul_ctd_bcb_5jb} |
   | State | The status of the interaction record. * New * Work in Progress * Closed Complete * Closed Abandoned {#agent-ws-hr-create-interactions__ul_mfc_dcb_5jb} |
   | Opened for | The employee the interaction is about. |
   | Assigned to | The HR agent responsible for the interaction. |
   | Short description | A short description about the interaction. |
   | Work notes | Information specific to the interaction and can help other HR agents. Work notes are not visible to the Opened for person. |
   [Table 1. Interaction fields]

   {#agent-ws-hr-create-interactions__table_m1m_n1b_5jb}
6. Select Save.  
   {#agent-ws-hr-create-interactions__table_ljc_qdb_5jb__entry__2}

   | Tab | Description |
   |-|-|
   | Related Tasks | Any tasks or cases opened from the interaction, for example, a new incident or new case. |
   | User's Tasks | Incidents related to the interaction. |
   | User's Interactions | Logs all interactions tied to each specific user. |
   | Cases opened for "Opened for" | Shows all HR cases related to the Opened for person. |
   [Table 2. Interaction tabs]

   {#agent-ws-hr-create-interactions__table_ljc_qdb_5jb}
7. You can select from the following: ![HR Agent Workspace - more icon]() more icon.  
8. Select Create HR Case to create a case based on the interaction.  
   Create Incident is part of demo data and not available to HR Service Delivery Agent Workspace.
9. Select the ![HR Agent Workspace - more icon]() more icon to display additional actions you can take.  
   {#agent-ws-hr-create-interactions__table_w54_1nb_5jb__entry__2}

   | Choice | Description |
   |-|-|
   | Create Standard Change | Part of demo data and not available to HR Service Delivery Agent Workspace. |
   | Associate Record | Use to associate an interaction to an HR case. After linking, the interaction appears under the Interactions tab for an HR case. Select Task under Record Type then optionally select a task record. You can also associate an interaction record that contains a knowledge article. Under Record Type, select Knowledge then select a knowledge article. |
   | Delete | Select to delete the interaction record. |
   [Table 3. more icon choices]

   {#agent-ws-hr-create-interactions__table_w54_1nb_5jb}
10. Select Save to save work entered for an interaction.
11. To view interactions, select the Interactions for Subject Person tab on the child tab.  
{#agent-ws-hr-create-interactions__steps_i1m_xyt_qsb}

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