Escalating Interaction


Need some help in customisation of my sandbox hpsm. When creating new intereaction and esclating it, the user is taken back to the just opened interaction which was just esalated. I need to change it so the user is taken to the Interaction Queue Tab . Tried so many ways but still no effect. Please help.


  • "Tried so many ways' is hard to help debug.  


    What version of Service Manager are you using, and how much configuration/customization has been done to it?


    It _should_ just be a checkbox on the Service Desk Environment record 'Return to Blank Interaction'. 

    Log in as an Admin.  In the Menu Navigator -> System Administration -> Environment Records -> Service Desk Environment and check the checkbox.  Log out, log back in, and the changes should take effect.