Initiate a chat with the assignment group from a major incident

Initiate a chat with the assignment group members from a major incident record to discuss about the resolution of the issue.

Before you begin

Role required: major_incident_manager, itil, itil_admin, or admin

Procedure

1. Open ITSM Mobile Agent app.
2. Tap Major incidents tab, tap See All.
   
3. Tap the major incident record you want to work on.
4. Tap Assignment group.
   
5. Do one of the following:

   Table 1. Assignment group

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

   

   Note:

   The Slack and the Microsoft Teams assignment group contact will be displayed only if the assignment group has a valid Slack and Microsoft Teams accounts.

   You can also interact with a user from the assignment group. Tap on the assignment group, and then tap on a user and select either Slack or Microsoft Teams to initiate a conversation.