---
title: Create an interaction in Service Operations Workspace
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/create-interaction-sow.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Interaction Management in Service Operations Workspace, Operating IT services in your organization, Service Operations Workspace for ITSM, IT Service Management]
---

# Create an interaction in Service Operations Workspace

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.

<table id="choicetable_vrd_rrt_tsb"><thead><tr><th align="left" id="d154454e52">

Option

</th><th align="left" id="d154454e55">

Description

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**From the List menu in the primary navigation**

</td><td>

1.  From the primary navigation, click the list icon \(\[Omitted image "lists\_icon.png"\] Alt text: List icon\).
2.  Click the add icon \(\[Omitted image "add-icon.png"\] Alt text: add icon\) next to the **List** tab.
3.  Click **New Interaction**.


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**From an interaction list**

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1.  Navigate to a list of interactions.

**Note:** Following lists are available for interactions:

    -   Assigned to me
    -   Active
    -   All
2.  Click **New**.


</td></tr></tbody>
</table>2.  On the form, fill the fields in the **Details** tab.

    |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.|

    **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**.


**Parent Topic:**[Interaction Management in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/interaction-sow.md)

**Related topics**  


[Work on an interaction in Service Operations Workspace]()

[Collaborate using Microsoft Teams from an interaction record in Service Operations Workspace]()

[Associate an interaction with a task record]()