---
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


---

# Collaborate tab in the Major Incident workbench

# Collaborate tab in the Major Incident workbench {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
The Collaborate tab displays the communication tasks that use conference calls as their communication channel so you can view and manage them.  
Figure 1. View of the Collaborate tab

As on the Summary tab, you can add a communication plan by selecting Add. You can create a communication task for an existing plan by selecting Add Call. For
steps to add a communication plan, 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."). To add or remove recipients from a plan after it's saved, select Manage Participants.

To initiate a conference call, select Initiate. If the communication task is a one-time task, the status of the task changes to Complete after the call ends. If the 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. To follow the group's escalation hierarchy automatically after you start the call, set the com.snc.iam.conference_call_follow_on_call_escalation property to <kbd class="ph userinput">true</kbd>. 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, users with the itil role who have access to the workbench can join the conference call by selecting Join Call. The participants can also add another user to an ongoing conference
call by selecting + Participants. The conference leader can end the conference call by selecting End Call. The conference leader can mute, unmute, or remove an active participant by
pointing over the participant and selecting the mute and remove icon ![]().

In the Work Notes and Activity section, you can send a Connect message at the 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.  
Figure 2. 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 users who are already in an active conference call, Start a call is inactive. You can mute or unmute all the participants using the Mute All and Unmute All options.

To send a Microsoft Teams notification from the 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 a Microsoft Teams group chat from the major incident 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 about the 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 steps 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.").

For the Collaborate tab to appear in the major incident workbench, the Notify plugin (com.snc.notify) must be active. For troubleshooting 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**   

* [Summary tab in the Major Incident workbench](https://www.servicenow.com/docs/bmYzWmqNTHwVyFQGrhOeAA "The Summary tab displays information about records related to an incident in a card layout, including impacted services, affected configuration items (CIs), active outages, impacted locations, and child incidents.")
* [Post Incident Report tab in the Major Incident workbench](https://www.servicenow.com/docs/WIHqTe6QDPLy8xw4YvgRVw "The Post Incident Report tab shows the cause of the major incident and the actions that teams took to resolve it.")
* [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.")