--- sourceDocument: Brazil IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil 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: Brazil Updated September 10, 2026 ![](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 workbench enables ServiceNow users to effectively manage communication tasks that utilize conference calls as their communication channel during major incidents. It provides tools to create, initiate, and control conference calls, manage participants, and monitor communication activity in real time. Show full answer Show less ## Key Features * **Add and manage communication plans:** Users can add new communication plans or create communication tasks within existing plans directly from the Collaborate tab. * **Manage participants:** After saving a plan, users can add or remove recipients through the Manage Participants option. * **Initiate and control conference calls:** Users can start conference calls, with one-time tasks marked as Complete after the call ends and recurring tasks remaining Open with call count displayed. * **Group participant escalation:** Adding a user group to a conference call follows the escalation hierarchy automatically when the com.snc.iam.conferencecallfollowoncallescalation property is enabled. * **Participant status tracking:** Active and inactive participants are clearly displayed, and users with access can join ongoing calls. * **Participant management during calls:** Conference leaders can mute, unmute, or remove participants, and participants can add others to ongoing calls. * **Communication messaging and activity monitoring:** Work Notes \& Activity section allows sending connect messages at incident or communication plan levels and viewing the activity stream. * **Direct call initiation:** Users can start calls directly to group members if a valid voice-capable notify number is set in the snmajorincmgmt.notifywebrtcnumber property. * **Mute controls:** The option to mute or unmute all participants in a conference call is available. * **Integration with collaboration tools:** Supports sending Microsoft Teams notifications and initiating group chats from the workbench, and includes guidance for Slack communication process flows. ## Practical Benefits for ServiceNow Customers * **Streamlined major incident communication:** The Collaborate tab centralizes conference call management, reducing delays and confusion during incident response. * **Improved participant coordination:** Automatic escalation and participant management features ensure the right people are engaged at the right time. * **Enhanced situational awareness:** Real-time visibility of participant status and communication activity helps incident responders stay informed. * **Seamless integration:** Built-in support for Microsoft Teams and Slack enables smooth communication across popular collaboration platforms. 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/ug2ocvOx2K8kU7ZErBCxRQ "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/40eQxfz1KxPrSYzkUM2DSw "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=brazil&pubname=brazil-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=brazil&pubname=brazil-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/rT31RilQUsbAUagVNIIDCQ "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/DDJGqdBIkh7Kd4FR0JZfDQ "In major incident workbench, you can add a collaborative communication task to collaborate and understand the progress of communication plan and its related tasks."). **Related concepts** * [Major Incident workbench --- Summary tab](https://www.servicenow.com/docs/bmYzWmqNTHwVyFQGrhOeAA "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/WIHqTe6QDPLy8xw4YvgRVw "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/9hTR8jshR~xQaVrx0Q9aAg "The Communicate tab helps you understand the progress of a communication plan and its related tasks.")