Initiate a chat from Sidebar in Service Operations Workspace

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. Note: If On-Call Scheduling is defined for a group, only members who are on-call will be added as participants. If it is not set up, then all members of the group will be included as participants. Additionally, if On-Call Scheduling is active, and no members are available in a shift, no one will be added to the chat. The Sidebar discussion is applicable only for incident, change, and problem.
   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.