Initiate a chat with the caller from a major incident

Initiate a chat 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 Caller.

   

5. Do one of the following:

   Table 1. Major incident

   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 will be displayed only if the caller has a valid Slack and Microsoft Teams accounts.