Collaborate with stakeholders during a major incident
Collaborate with the required stakeholders during the various phases of a major incident to discuss and resolve the incident quickly. You can initiate a chat or make conference calls using a service provider to communicate with stakeholders.
About this task
Collaboration services provide a way to communicate and collaborate in real time to resolve incidents. For more information on the integration and features of Collaboration services available in Service Operations Workspace, see Collaboration in Service Operations Workspace.
Before you begin
Role required: major_incident_manager, itil, ia_admin, or admin
Procedure
- On the incident record, select the Collaborate (
Collaborate icon\) icon on the contextual side panel to open the collaborate tab on the side panel.
The collaborate tab displays the following tabs:
- Call – Includes a list of call records and call-related information, such as status and due date with time duration, for the upcoming, pending, overdue, and active calls with the collaborators.
- Chat - Includes a list of chat records and chat-related information, such as name and number of participants and due date with time duration, for upcoming, pending, overdue, and active chats with collaborators.
- Select the Initiate collaboration (
Add call\) icon.
Collaborate using chat.
Select any one of the following chat options:
- Select Start Sidebar discussion to open the conversation on a sidebar chat.
Select MS Teams chat to open the conversation on Microsoft Teams. Note:
The chat application must be configured with Service Operations Workspace.
- Slack channels aren't supported.
- Users with incident_write or itil role assigned to a Collaborate task such as call or chat, can now view the existing Collaborate card and start a sidebar discussion, Microsoft Teams chat, or call.
- On the pop-up window, fill in the details.
Field Description Record number Incident record number associated with the collaboration chat. The incident record is selected by default. Subject Subject or title for the collaboration chat. Add participants User, user group, or list of recipients who must attend the collaboration chat. Include a brief message for participants Brief description about the issue to be discussed in the chat. Select Start Discussion.
The chat application opens with the selected participants.
Collaborate using call.
Select one of the following call options.
- Start Webex meeting
- Start MS teams meeting
- Start Twilio meeting
- Start Zoom meeting Note: The selected call channel applications must be configured for Service Operations Workspace.
.
On the pop-up window, fill in the details.
Field Description Conference bridge Call channel used for collaboration. Title Subject or title for the collaboration call. Add participants User, user group, or list of recipients who must attend the collaboration call. Provide a brief description, this note will be stored in the conference record Brief description about the issue to be discussed in the call. Select Start.
The call starts with the selected participants.
Create adhoc communication and collaboration using the Related record tab
Create adhoc communication and collaboration using the incident communication plan related list on the Related records tab of an incident record page.
Parent Topic:Managing a major incident record