---
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


---

# Collaboration with incidents

# Collaboration with incidents {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Agents can start and manage collaboration on incident records from the ITSM Mobile Agent app.
* **[Initiate a chat with the caller from an incident](https://www.servicenow.com/docs/~eMtoI7uyHA3_EQMmkbPFA)**   
  Initiate a chat with the caller from an incident to discuss the resolution of an incident.
* **[Initiate a chat with the assignment group from an incident](https://www.servicenow.com/docs/XuBgdRw~_TZLBnx2eZW5ew)**   
  Initiate a chat with the assignment group members from an incident to discuss the resolution of an incident.
* **[Initiate a conference call with the caller from an incident](https://www.servicenow.com/docs/kY8cgkWRG1yTwx7PaWQ4Gw)**   
  Initiate a conference call from an incident to discuss the resolution of an incident.
* **[Add participants to a conference call from an incident](https://www.servicenow.com/docs/YRrObkbpNsLUeIn5XS1Gvg)**   
  Add participants to an active conference call from an incident to discuss the resolution of an incident.
* **[Join an active conference call from an incident](https://www.servicenow.com/docs/kxkk8BAsPdJ33sBqhNLbwg)**   
  Join an active conference call from an incident to discuss its resolution.
* **[View active collaborations](https://www.servicenow.com/docs/tOCugmJ3Vdka0KaQw8gKug)**   
  As an incident manager, you can view all the active collaborations for the incidents.
* **[View participants in an incident conference call](https://www.servicenow.com/docs/UwGeJkBeYxaWOq4dU16exQ)**   
  View the active and inactive participants in an incident conference call in the ITSM Mobile Agent app.
* **[End a conference call from an incident](https://www.servicenow.com/docs/4bAFrIVeQoG6AXZPVdelJQ)**   
  End an active conference call from an incident record in ITSM Mobile Agent. The call host or a user with the incident manager role can end the call.