Initiate Microsoft Teams group chat from MIM workbench

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • You can initiate a Microsoft Teams group chat from the MIM workbench to work towards the resolution of the task.

    Before you begin

    Role required: major_incident_manager

    Procedure

    1. Navigate to All > Incident > Major Incidents > Open.
    2. Open the relevant major incident.
    3. Click View Workbench.
    4. Click Collaborate tab.
    5. Click Initiate button.
      Initiate Microsoft Teams group chat.
    6. Within the dialog box that appears, select the participants for the chat.
      Participants for the group chat modal screen.

      The dialog box displays the Recommended and Selected participants for the chat.

      All users from the assigned group for the ticket are in the recommended section by default. The user who initiates the chat is added to the selected list of participants.

    7. Click Add Participants list to:
      • Users: Enter the name of the user to include in the chat.
      • Group: Enter the group of users to be included in the chat.

        If the On-Call Scheduling (com.snc.on_call_rotation) plugin is activated, the On-Call Scheduling users will be added when you select a group. On-Call Scheduling (com.snc.on_call_rotation) plugin isn't activated, it adds all users from the selected group.

      • Email: Enter a valid email of the participant to be included in the chat.
    8. Click Add to selected.
      The Chat Title appears only if there are more than two participants in the chat.
    9. Click Start Chat.

    Result

    The Microsoft Teams application opens the tab where the agent can chat with all the selected participants.