Manage calls using Meeting Extensions

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • Use Meeting Extensions to start conference calls to discuss about the resolution for a major incident record.

    Before you begin

    Role required: itil, itil_admin, or admin

    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 Add that appears in Communication Tasks section.
    6. On the form, fill the fields.
      Table 1. Communication task form
      Field Description
      Communication Plan List to select a new communication plan or to select an existing plan and add communication tasks to the plan.
      Task Short description Brief description of what the communication task is all about.
      Channels Select Microsoft Teams group chat.
      Frequency Frequency at which a specific task must be executed. A task can be executed only once or on specific durations.
      Due in (Minutes) Time span when the task must be executed after the task initiates. For recurring tasks, it also indicates the time span after which the task must repeat.

      Add collaboration communication task.

    7. Click Next.
    8. In the Manage Recipients tab, add the users required to be involved in the major incident communication plan.
    9. Click Add.

      The task appears in the Collaborate tab.

    10. Click Initiate button.
    11. 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.

    12. 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 are 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.
    13. Click Add to selected.
      The Chat Title appears only if there are more than two participants in the chat.
    14. Click Start.

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

    15. Click Show and Hide conversation to toggle between show and hide conversation.
    16. Click ServiceNow Meeting Extensions tab.
      ServiceNow Meeting Extensibility tab.
      • Details tab: Displays the details of the major incident. Click View in workbench to open the major incident in ServiceNow.
      • Communication Tasks tab: Displays the communication tasks of this major incident.
    17. Click Communication Tasks tab.
      Communication tasks tab in Microsoft Teams
      • The information in the Detailstab, and the Communication Tasks tab is automatically updated during the meeting whenever the major incident is updated from ServiceNow.
      • The timer color in Microsoft Teams changes when the remaining time goes past 75% of the stipulated time.
    18. To move the major incident to resolved state, open the major incident in the major incident workbench, and click Resolve.
      Major incident is resolved

      The state is updated in the Microsoft Teams meeting.