Initiate a chat from Sidebar in Service Operations Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Initiate a Sidebar chat to work towards the resolution of an incident.

    About this task

    You can integrate Slack and Microsoft Teams with Sidebar To know more about configuring Sidebar, refer Sidebar.

    Before you begin

    Role required: itil

    Procedure

    1. Navigate to Workspaces > Service Operations Workspace.
    2. From the navigation list, select List.
    3. Navigate to Incidents > Open.
    4. Select an incident.
    5. Select Collaborate from the contextual side panel.
    6. Select Chat tab, and then select plus(+) icon.
    7. Select Start Sidebar discussion.
    8. On the form, fill in the fields.
      Table 1. Start Sidebar discussion
      Field Description
      Subject

      Option to provide a title for the sidebar discussion.

      Note:
      The chat count will be displayed at the beginning of the subject.
      Add participants Options to add participants for the sidebar discussion.
      Note:

      If On-Call Scheduling is defined for a group, only members who are on-call will be added as participants. If it is not set up, then all members of the group will be included as participants.

      Additionally, if On-Call Scheduling is active, and no members are available in a shift, no one will be added to the chat.

      The Sidebar discussion is applicable only for incident, change, and problem.
      Include a brief message for participants Provide a brief summary about the issue to be discussed in the sidebar discussion.
    9. Select Start discussion.
      Note:
      If the caller doesn't read the messages within 24 hours, an email is sent as a reminder to view the messages and resume the discussion.