Initiate a chat with the caller from an incident

Initiate a chat with the caller from an incident to discuss about the resolution of an incident.

Before you begin

Role required: itil, itil_admin, or admin

Procedure

1. Open ITSM Mobile Agent app.
2. In My work tab, tap See All.
   
3. Tap the incident record you want to work on.
4. Tap on Caller.
   
5. Do one of the following:

   Table 1. Caller

   Option	Action
   Initiate chat in Slack	Tap on the Slack contact.
   Initiate chat in Microsoft Teams	Tap on the Microsoft Teams contact.

   

   Note:

   The Slack and the Microsoft Teams contacts display only if the caller has a valid Slack and Microsoft Teams accounts.