How to get assistance from another employee who has access to the associated case in ServiceNow FSM

[aakankshapl]

Hello 
In a scenario where an internal field technician, who is an employee of the company and only has access to the work order, requires assistance from another employee who has access to the associated case in ServiceNow FSM/CSM, what is the recommended method for the internal field technician to communicate with the employee and request assistance, considering their different access levels? Once again, this question deals with internal field technicians, who are employees, and not external field technicians.

Thank and Regard

[Mark Manders]

Depending on the exact setup: use worknotes (because those are not customer visible) from the order, back to the case. The employee with access to the case can see those. You need to validate if everything is being synced so they really get the updates.

[aakankshapl]

Hello @Mark Manders 
Is there any way both agent can chat or through which they can be communicate with each other

[Mark Manders]

I don't know. I have no idea what has been setup in your instance. I don't know the version you are on, I don't know if anything like agent chat is available, or sidebar discussions are activated. I do not have access to your instance, so it's simply not something I can answer. 

But if you make sure the WO agent also knows the assignee of the case, they can always just call.

[aakankshapl]

Thank you @Mark Manders  for your suggestions