--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Major Incident workbench --- the Collaborate tab # Major Incident workbench --- the Collaborate tab {#ariaid-title1} Release version: Australia Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Major Incident workbench --- the Collaborate tab The Collaborate tab in the Major Incident Management (MIM) workbench enables ServiceNow users to efficiently manage communication tasks that use conference calls as their communication channel during major incidents. It provides tools for initiating, joining, and managing conference calls, as well as handling participant interactions and communication plans. Show full answer Show less ## Key Features * **Create and manage communication plans:** Users can add new communication plans or create communication tasks under existing plans directly from the Collaborate tab. * **Participant management:** Add or remove recipients from communication plans using the Manage Participants option. Active and inactive participants are clearly displayed. * **Conference call controls:** Initiate calls, join ongoing calls, add participants during a call, and end calls. Conference leaders can mute, unmute, or remove participants. * **Task status tracking:** One-time tasks automatically update to Complete after the call ends; recurring tasks remain Open and track the number of initiated calls. * **Group call escalation:** When adding user groups, the escalation hierarchy is followed automatically if the system property `com.snc.iam.conferencecallfollowoncallescalation` is enabled. * **Work Notes \& Activity section:** Send connect messages at the incident or communication plan level and view the activity stream within the workbench. * **Direct call initiation:** Start calls directly to group members by configuring the `snmajorincmgmt.notifywebrtcnumber` property with a valid voice-capable number. * **Mute controls:** Mute or unmute all participants simultaneously using dedicated options. * **Integration with Microsoft Teams and Slack:** Send notifications and initiate group chats from the workbench for enhanced collaboration. ## Requirements and Additional Information * The Collaborate tab is visible only if the Notify plugin (`com.snc.notify`) is installed. * ITIL users with access to the workbench can participate in ongoing calls. * For detailed procedures and additional features, see related documentation on adding communication plans, Microsoft Teams and Slack integration, and troubleshooting visibility issues. ## Practical Benefits for ServiceNow Customers This tab centralizes and simplifies communication management during major incidents, improving coordination and response times. It ensures that communication tasks are clearly tracked and that conference calls are efficiently controlled with participant management features and integration with popular collaboration tools. Customers can expect streamlined communication workflows, better participant engagement, and enhanced incident resolution efficiency. The Collaborate tab helps you to view and manage communication tasks that use conference as their communication channel. Figure 1. View of the Collaborate tab Like the Summary tab, you can add a new communication plan by clicking Add. You can create communication task for an existing plan by clicking Add Call. For more information, see [Add-communication-plan-from-mim-workbench](https://www.servicenow.com/docs/g_vqwiuAgbfcygzWHnx_yg "You can create a new communication plan or add a new communication task to an existing communication plan from the workbench. This UI action is helpful when you do not have an existing well-defined communication plan in the system."). If you want to add or remove recipients from a particular plan after the plan is saved, select Manage Participants. To initiate a conference call, select Initiate. If the communication task is a one-time task, then after the call is ended, the status of the task changes to Complete. If task is recurring, the status of the task changes to Open and it displays the number of times the conference call is initiated. Note: When you add a user group to the conference call, the group itself is added to the call, and the escalation hierarchy is automatically followed once you start the call. Set the com.snc.iam.conference_call_follow_on_call_escalation property to true. For more information about the property, see [System properties for On-Call Scheduling](https://www.servicenow.com/docs/LnPeuCxU~5Qu4txwXNJQng "The property settings configure On-Call Scheduling operations."). Under each task, the Active participant section displays the active participants and the Inactive participant section displays the inactive participants. If the call is in progress, the itil user, who has access to the workbench, can join the conference call by clicking Join Call. The participants can also add another user to an ongoing conference call by clicking + Participants. The conference leader can end the conference call by clicking End Call. The conference leader can mute, unmute, or kick an active participant by hovering over the active participant and clicking ![Mute or remove an active participant](). Under the Work Notes \& Activity section, you can send connect message at incident or incident communication plan level. You can also view the activity stream. To initiate a call directly to the group members, select Start a call. To start a call, populate the sn_major_inc_mgmt.notify_webrtc_number property with a valid notify number that has voice capability. For user who is already in an active conference call, Start a call is disabled. You can mute or unmute all the participants using the Mute All and Unmute All options. To send a Microsoft Teams notification from major incident workbench, see [Send a notification from Major incident management workbench](https://www.servicenow.com/docs/access?context=send-mim-notification&version=australia&pubname=australia-employee-service-management&ft:locale=en-US). The procedure applies to both the Collaborate and Communicate tabs. To Initiate Microsoft Teams group chat from MIM workbench, see [Initiate Microsoft Teams group chat from MIM workbench](https://www.servicenow.com/docs/access?context=initiate-ms-teams-group-chat-mim-workbench&version=australia&pubname=australia-employee-service-management&ft:locale=en-US). For information on process flow for slack communication, see [Process flow for Slack communication](https://www.servicenow.com/docs/qJxpebD96d9U8K03VkY2uQ "Collaborate with the stakeholders from major incident management workbench using slack for an open and transparent communication."). For information on how to add a collaborative communication task, see [Add a collaborative communication task](https://www.servicenow.com/docs/IQJBWdxdHNhpVcGjufxH6g "In major incident workbench, you can add a collaborative communication task to collaborate and understand the progress of communication plan and its related tasks."). For the Collaborate tab to appear on the Major Incident Workbench, the Notify plugin (com.snc.notify) must be installed. For more information, see [Collaborate tab is not visible in Major Incident Workbench \[KB0754834\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0754834). **Related concepts** * [Major Incident workbench --- Summary tab](https://www.servicenow.com/docs/uhqxMgOPfcGdnhH~5SXPoA "The Summary tab provides a unified view of information in the form of a card layout. The information on impacted services, affected CIs, active outages, locations that are impacted, and child incidents helps to keep you informed about related records associated with an incident.") * [Post Incident Report tab](https://www.servicenow.com/docs/qzZx5y6o3HdwhXlqoMSOMQ "The Post Incident Report tab helps you to understand the cause of the major incident, and the actions taken by the teams to resolve the incident.") * [The Communicate tab in the Major Incident workbench](https://www.servicenow.com/docs/gnWTnBeaBSkP~4f8NhhnDA "The Communicate tab helps you understand the progress of a communication plan and its related tasks.")