Interaction fields and their behaviour

1 min

The following table details the fields available OOTB within Servicely's Interaction table:

Field label	Field type	Field behaviour	Purpose
Reference number	Auto sequence (Prefix is INT)	Read only Automatically set Display value	Used as a unique reference to an interaction and its display value
Short description	String	Mandatory	The short description is used as the primary classifier source for Sofi.
First contact resolved	Boolean (Radio button)	Read only Automatically set	This is automatically set if someone presses the resolve interaction button, rather than the classify interaction button.
Requestor	Reference (User table)	Mandatory (If person has no account is no)	This holds the person who is requesting the interaction, but does not necessarily mean it has been raised for them.
Requested for	Reference (User table)	Mandatory (If person has no account is no) Automatically set as Requestor if empty.	This holds the person who the interaction is requested for.
Person has no account	Boolean		This is if the requestor / requested for does not have an account in the system and the name needs to be tracked
Name of person	String	Mandatory and visible only if person has no account is yes	Holds the name of the requested for / requestor if they don't have an account.
Location	Reference (Location table)	Automatically set with requested for's location when requested for changes. Location must be selectable	This is the location that the interaction is for, which can be different to the requestor's and requested for's location.
Phone	String	Either the phone or email needs to be populated before saving. Automatically set with requested for's mobile phone when requested for changes.	This is the phone number that should be used as a contact mechanism for this interaction. This can be different to the one on the user's record, to help cater for situations where the interaction is about their phone or another mechanism is required to contact the user.
Email	String	Either the phone or email needs to be populated before saving. Automatically set with requested for's email when requested for changes.	This is the email that should be used as a contact mechanism for this interaction. This can be different to the one on the user's record, to help cater for situations where the interaction is about their email or another mechanism is required to contact the user.
SLA status	String	Read only Automatically set based on a combination fields on a primary SLA related to this interaction.	This highlights the status of the primary SLA against a record, to ensure that the interaction is being updated in a timely matter.
Work type	Choice Values: HR Case Incident ITSM Request	Mandatory	This is the table that this interaction will create a record within once it has been resolved or classified. This can currently be automatically set by Sofi.
Source	Choice Values: Email Phone Self service Slack Virtual agent	Mandatory Automatically set from the source Defaults to phone	This is the source of the interaction. For sources other than phone, for example Sofi, it needs to be implemented in the flow rather than assuming what the source of the interaction was.
Attached knowledge	Reference (Knowledge table)	Read only Automatically set when knowledge is attached from Sofi.	This is the knowledge that was attached to the record and as a result was used in the client journal. If this knowledge article is related to an open major incident or problem, there will be automated actions based on the major incident or problem process.
Resulting record	Generic reference	Read only Automatically set when the interaction is resolved or classified.	This is the record that resulted from the interaction being classified or resolved. It's table will be the work type.
Assignment group	Reference (Group table)	Group must be selectable, have interaction listed in the accessible from table field or the accessible from table field must be empty.	This is used if an interaction needs to be assigned to a certain group, but does not necessarily need to be set, as the initial interaction with a customer is often a last. Used to assist with the "interactions assigned to my groups" menu item.
Restricted group	Multiple reference (Group table)	Group must be selectable, have interaction listed in the accessible from table field or the accessible from table field must be empty.	This field is used to restrict the visibility of an interaction. If a group or multiple group(s) have been entered here, non administrators need to be part of one of the groups to be able to see the interaction.
Description	String		Extra information that can be provided as part of the interaction.
Closure notes	String	Mandatory when an interaction is resolved rather than classified.	This will be used as the closure notes of the resulting record, if the user resolves an interaction, rather than just classifies it.
Follower	Multiple reference (User table)		This is the list of the followers for an interaction, which will be carried over to the resulting record. This is also used to assist with the "interactions I'm following" menu item.
Client journal	Journal		This is the method to communicate with the client or the client to communicate with the service desk via an interaction. When a knowledge article is attached from Sofi, it will automatically enter this field.