Initiate a chat from Sidebar in Service Operations Workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Initiate a Sidebar chat to work towards the resolution of an incident.

    Before you begin

    To know more about configuring Sidebar, refer Sidebar.

    Role required: itil

    Procedure

    1. Navigate to Workspaces > Service Operations Workspace.
    2. From the navigation list, select List.
    3. Navigate to Incidents > Open.
    4. Select an incident.
    5. Select Collaborate from the contextual side panel.
    6. Select Chat tab, and then select plus(+) icon.
    7. Select Start Sidebar discussion.
    8. On the form, fill in the fields.
      Table 1. Start Sidebar discussion
      Field Description
      Subject

      Option to provide a title for the sidebar discussion.

      Note:
      The chat count will be displayed at the beginning of the subject.
      Add participants Options to add participants for the sidebar discussion.
      Include a brief message for participants Provide a brief summary about the issue to be discussed in the sidebar discussion.
    9. Select Start discussion.
      Note:
      If the caller doesn't read the messages within 24 hours, an email is sent as a reminder to view the messages and resume the discussion.