I’ve included my notes that I created after I migrated our Technology Service Desk from using Call Tickets to Interactions. At the same time, we started using Agent Workspace. The idea was that I would make Calls Tickets’ available in Agent Workspace first, have our agents’ start using Workspace while still using Call Tickets, then introduce Interactions (and remove Calls as an option in Agent Workspace) at a later time. A parallel, yet phased, approach that worked well for us.

We deployed when we were using the New York version, and since then went to Orlando and now Paris. The errors were minimal and the only major error was when I ‘enhanced’ the Interaction-to-Incident feature to include the entire journal entry in Interactions (and a few other fields) that were not duplicating in the Incident (this was done after deployment and are not part of the instructions below).