Collaboration with incidents

Initiate and manage the collaboration for incident records from the ITSM Mobile Agent app.

• 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.
• Initiate a chat with the assignment group from an incident
  Initiate a chat with the assignment group members from an incident to discuss about the resolution of an incident.
• Initiate a conference call with the caller from an incident
  Initiate a conference call from an incident to discuss about the resolution of an incident.
• Add participants to a conference call from an incident
  Add participants to an active conference call from an incident to discuss about the resolution of an incident.
• Join an active conference call from an incident
  You can join an active conference call from an incident to discuss about the resolution of an incident.
• View active collaborations
  As an incident manager, you can view all the active collaborations for the incidents.
• View active and inactive participants in the conference call
  You can view the participant status in an active conference call.
• End a conference call
  As a host or a user with the incident manager role, you can end the conference call.

Parent Topic:My incidents