On top of the normal role restrictions for an interaction, there are other restrictions that can be put in place.  When there has been a restricted group entered on an interaction, it will make it so only people who are apart of one of the groups in this field will be able to read the restriction.  This is on top of the base permissions and security as described in Interaction specific roles.

Within an interaction, when a requestor has been set and a requested for has not been set, the requestor will copy over to the requested for automatically. 

In addition to this, every time a requested for has been set it will automatically populate the location, phone and email address of that user into the appropriate fields.  It copies it over, as it will allow the service desk to confirm any contact details in the system and update as required specific to this record, if for whatever reason the interaction is about that issue. It should be noted though that every time a requested for changes, you will lose any changes in the location/phone/email fields.

Finally, if the requestor or requested for is a VIP (which is a flag found on the user record), the field itself will be highlighted with a purple border.

On an interaction field, the SLA status field will be set automatically from the primary SLA associated to the interaction.  This will be updated as the SLA updates.

When creating a new record from an interaction, it will read the reclassification field map table to understand what needs to be done. Depending on if an interaction is being resolved vs classified, will depend on the fields being brought across. 

As part of the base system, the following fields are copied over for when you press the "classify interaction" button.

In addition to this, the following fields are set when you press the "resolve interaction" button.

There are other fields that may be set, but see the Knowledge attachment capabilities section for more information.

To create a resulting record from an interaction, a user can either press the classify interaction or resolve interaction button.  The classify interaction button simply makes a new target record, whilst the resolve interaction button opens the target record and resolves / completes it (depending on the type) and populates the closure notes.  It then provides the user the option of being redirected to the new record. With resolved interactions, as opposed to classified, there is the optional extra of setting different fields, however by default it will also set the closure notes.

Attaching a knowledge article to an interaction can have certain effects to the resulting record if they are incidents.

If you attach a knowledge article to an interaction via sofi and the knowledge article is associated to a major incident (which is not resolved or closed), it will automatically related the resulting incident to the major incident.  This will then be bound by the rules as any other child incidents of a major incident.

In addition to this, If you attach a knowledge article to an interaction via sofi and the knowledge article is associated to a problem (which is not closed ), it will automatically related the resulting incident to the problem  This will then be bound by the rules as any other child incidents of a problem.