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Collaborate with stakeholders during a major incident › Managing a major incident record › Major Incident Management in Service Operations Workspace › Managing IT services in your organization › Service Operations Workspace for ITSM › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

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.

Before you begin

Role required: major_incident_manager, itil, ia_admin, or admin

Procedure

  1. On an incident record, select the Related records tab.

  2. In the related list, select the Incident communications Plans button to open a list of the existing communication plans associated with the incident record.

  3. Select New to create an incident communication plan.

    For more information on the form fields of an incident communication plan, see Create adhoc incident communication plan from incident.

    The Incident communication plan record opens on a separate tab.

  4. On the Incident communication plan record, select the Related records tab.

  5. In the related links section, select Incident Communication task.

  6. Select New to create an incident communication task.

    For more information on the form fields of an incident communication task, see Create adhoc incident communication task from Incident Communications Management.

  7. On the Incident communication task record, add a communication channel.

    1. Select the More actions (
Image omitted: mim-more-action-icon.png
More action icon\) icon and then select **Add communication channel**.
2.  On the pop-up window, select **Channel type**.

    The possible values are:

    -   Communication
    -   Collaboration
3.  Select **Channel**.

    The possible values change depending on the selected **Channel type**:

    -   If **Channel type** is set to **Communication**, you can set one of the following values:
        -   DEX Desktop Assistant
        -   Email
        -   SMS
        -   Microsoft Teams
        -   Slack
        -   Slack notification
    -   If **Channel type** is set to **Collaboration**, you can set one of the following values:
        -   Sidebar discussion
        -   Conference
4.  Select **Save**.

    The communication channel record opens on a separate tab.

5.  On the communication channel record, fill in the required details based on the selected **Channel**.

    For more information on the form fields, see [Define a communication channel](../../servicenow-platform/task-communications-management/create-comm-channel-definition.md).

6.  Select **Save**.

Parent Topic:Collaborate with stakeholders during a major incident