---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Major Incident workbench --- the Collaborate tab

# Major Incident workbench --- the Collaborate tab {#ariaid-title1}

Release version: Australia  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
The Collaborate tab helps you to view and manage communication tasks that use conference as their communication channel.  
Figure 1. View of the Collaborate tab

Like the Summary tab, you can add a new communication plan by clicking Add. You can create communication task for an existing plan by clicking Add Call. For more
information, see [Add-communication-plan-from-mim-workbench](https://servicenow-prod.fluidtopics.net/g_vqwiuAgbfcygzWHnx_yg "You can create a new communication plan or add a new communication task to an existing communication plan from the workbench. This UI action is helpful when you do not have an existing well-defined communication plan in the system."). If you want to add or remove recipients from a particular plan after the plan is saved, select Manage Participants.  
To initiate a conference call, select Initiate. If the communication task is a one-time task, then after the call is ended, the status of the task changes to Complete. If task is recurring, the status of the task changes to Open and it displays the number of times the conference call is initiated.  
Note:  
When you add a user group to the conference call, the group itself is added to the call, and the escalation hierarchy is automatically followed once you start the call. Set the com.snc.iam.conference_call_follow_on_call_escalation property to true. For more information about the property, see [System properties for On-Call Scheduling](https://servicenow-prod.fluidtopics.net/LnPeuCxU~5Qu4txwXNJQng "The property settings configure On-Call Scheduling operations.").

Under each task, the Active participant section displays the active participants and the
Inactive participant section displays the inactive participants.

If the call is in progress, the itil user, who has access to the workbench, can join the
conference call by clicking Join Call. The participants can also add
another user to an ongoing conference call by clicking + Participants. The
conference leader can end the conference call by clicking End Call. The
conference leader can mute, unmute, or kick an active participant by hovering over the active
participant and clicking ![Mute or remove an active participant]().

Under the Work Notes \& Activity section, you can send connect message at incident or
incident communication plan level. You can also view the activity stream.

To initiate a call directly to the group members, select Start a call.

To start a call, populate the sn_major_inc_mgmt.notify_webrtc_number property with a valid notify number that has voice capability. For user who is already in an active conference call, Start a call is disabled. You can mute or unmute all the participants using the Mute All and Unmute All options.

To send a Microsoft Teams notification from major incident workbench, see [Send a notification from Major incident management workbench](https://www.servicenow.com/docs/access?context=send-mim-notification&version=australia&pubname=australia-employee-service-management&ft:locale=en-US). The procedure applies to both the Collaborate and Communicate tabs.
To Initiate Microsoft Teams group chat from MIM workbench, see [Initiate Microsoft Teams group chat from MIM workbench](https://www.servicenow.com/docs/access?context=initiate-ms-teams-group-chat-mim-workbench&version=australia&pubname=australia-employee-service-management&ft:locale=en-US).

For information on process flow for slack communication, see [Process flow for Slack
communication](https://servicenow-prod.fluidtopics.net/qJxpebD96d9U8K03VkY2uQ "Collaborate with the stakeholders from major incident management workbench using slack for an open and transparent communication.").

For information on how to add a collaborative communication task, see [Add a collaborative communication
task](https://servicenow-prod.fluidtopics.net/IQJBWdxdHNhpVcGjufxH6g "In major incident workbench, you can add a collaborative communication task to collaborate and understand the progress of communication plan and its related tasks.").
**Related concepts**   

* [Major Incident workbench --- Summary tab](https://servicenow-prod.fluidtopics.net/uhqxMgOPfcGdnhH~5SXPoA "The Summary tab provides a unified view of information in the form of a card layout. The information on impacted services, affected CIs, active outages, locations that are impacted, and child incidents helps to keep you informed about related records associated with an incident.")
* [Post Incident Report tab](https://servicenow-prod.fluidtopics.net/qzZx5y6o3HdwhXlqoMSOMQ "The Post Incident Report tab helps you to understand the cause of the major incident, and the actions taken by the teams to resolve the incident.")
* [The Communicate tab in the Major Incident workbench](https://servicenow-prod.fluidtopics.net/gnWTnBeaBSkP~4f8NhhnDA "The Communicate tab helps you understand the progress of a communication plan and its related tasks.")