ServiceNow is starting EOL process for Service desk call plugin. As you know, it is a 3 release process as shown in below image -

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Similarly the "Service desk call" deprecation planned with Orlando can be deprecated completely in Quebec

Although starting Orlando release, the plugin will not be available on the ServiceNow platform for new activations, plugins previously activated in a production instance will not be retired from instance. Active plugins will remain accessible without change as custom code, which will not be supported by ServiceNow (upgrades to the ServiceNow platform will be unaffected by this change carrying the content of the plugin forward to the new release).

But I would highly recommend our customers to start planning transition to "Interaction" in ITSM Agent Workspace. In Orlando release ServiceNow have heavily invested in enhancing "Interaction" to have a feature parity with Service Desk Call. This ensures that after transition our customers shall not face feature gap and should continue their work as usual.

Below I have listed down the features and best practices to start using Interaction on ITSM Agent workspace instead of Service Desk Call-

• Create Standard Change request
• Create Problem
• Duration time
• User's Calls
• User's Task

Create Change request:

Now an agent can create Standard Change request from Interaction record as shown in below screenshots.

Clicking on Standard Change would open the Catalog list shown below:

Create Problem:

Now an agent can create Problem from Interaction record. This feature is not active OOtB, as a best practice we do-not recommend creating Problem directly from Interaction.

Below if the property in problem Admin

On activating this option, agent will view create Problem action on ITSM agent workspace -

Duration time

The time agent spent on triaging the Interaction is captured in Duration time field. Starting Orlando this field is shown on Interaction form for ITSM agent workspace.

User's Task

All the task types ( Incident, problem, change etc.) associated with the user ( caller/opened for ) will be listed in this related list.

User's Calls

This interaction list will be shown to customers who is migrating from Service desk:call to Interaction. This related list will display all the records created for this user (caller/opened for) via Service desk:call plugin.

This will help you to migrate to Interaction without any need of data migration / data loss. This is the smart way to view Call data in interaction.

This will show past 7 days of records OOtB. This can be modified by Admin via Interaction property-

I hope these enhancements will help you migrating smoothly to Interaction from Service Desk:Call. Now you shall start planning for the migration and feel free to put your migration feedback/challenges in comments for this Article.