Initiate a chat with the caller from an incident

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Initiate a chat with the caller from an incident to discuss about the resolution of an incident.

    Antes de Iniciar

    Role required: itil, itil_admin, or admin

    Procedimento

    1. Open ITSM Mobile Agent app.
    2. In My work tab, tap See All.
      My work.
    3. Tap the incident record you want to work on.
    4. Tap on Caller.
      User details in ITSM Mobile Agent
    5. Do one of the following:
      Tabela 1. Caller
      Option Action
      Initiate chat in Slack Tap on the Slack contact.
      Initiate chat in Microsoft Teams Tap on the Microsoft Teams contact.

      User details in ITSM Mobile Agent

      Nota:
      The Slack and the Microsoft Teams contacts display only if the caller has a valid Slack and Microsoft Teams accounts.