Collaborate with stakeholders during a major incident

Collaborate with the required stakeholders during the various phases of a major incident to discuss and resolve the incident quickly. You can initiate a chat or make conference calls using a service provider to communicate with stakeholders.

About this task

Collaboration services provide a way to communicate and collaborate in real time to resolve incidents. For more information on the integration and features of Collaboration services available in Service Operations Workspace, see Collaboration in Service Operations Workspace.

Before you begin

Role required: major_incident_manager, itil, ia_admin, or admin

Procedure

1. On the incident record, select the Collaborate () icon on the contextual side panel to open the collaborate tab on the side panel.
   The collaborate tab displays the following tabs:

   • Call – Includes a list of call records and call-related information, such as status and due date with time duration, for the upcoming, pending, overdue, and active calls with the collaborators.
   • Chat - Includes a list of chat records and chat-related information, such as name and number of participants and due date with time duration, for upcoming, pending, overdue, and active chats with collaborators.
2. Select the Initiate collaboration () icon.
3. Collaborate using chat.
   1. Select any one of the following chat options:
      • Select Start Sidebar discussion to open the conversation on a sidebar chat.
      • Select MS Teams chat to open the conversation on Microsoft Teams.

      Note:

      • The chat application must be configured with Service Operations Workspace.
      • Slack channels aren't supported.
   2. On the pop-up window, fill in the details.

      Table 1. Collaborate using chat

      Field	Description
      Record number	Incident record number associated with the collaboration chat. The incident record is selected by default.
      Subject	Subject or title for the collaboration chat.
      Add participants	User, user group, or list of recipients who must attend the collaboration chat.
      Include a brief message for participants	Brief description about the issue to be discussed in the chat.

   3. Select Start Discussion.
   The chat application opens with the selected participants.
4. Collaborate using call.
   1. Select one of the following call options.
      • Start Webex meeting
      • Start MS teams meeting
      • Start Twilio meeting
      • Start Zoom meeting

      Note:

      The selected call channel applications must be configured for Service Operations Workspace.

      .
   2. On the pop-up window, fill in the details.

      Table 2. Collaborate using call

      Field	Description
      Conference bridge	Call channel used for collaboration.
      Title	Subject or title for the collaboration call.
      Add participants	User, user group, or list of recipients who must attend the collaboration call.
      Provide a brief description, this note will be stored in the conference record	Brief description about the issue to be discussed in the call.

   3. Select Start.
      The call starts with the selected participants.

• Create adhoc communication and collaboration using the Related record tab
  Create adhoc communication and collaboration using the incident communication plan related list on the Related records tab of an incident record page.