---
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


---

# Collaboration with incidents

# Collaboration with incidents {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Initiate and manage the collaboration for incident records from the ITSM Mobile Agent
app.
* **[Initiate a chat with the caller from an incident](https://servicenow-prod.fluidtopics.net/jqGfxd4iNualLb~WTJuLiw)**   
  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](https://servicenow-prod.fluidtopics.net/bPynslxo0RJFL0EPkl1n0w)**   
  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](https://servicenow-prod.fluidtopics.net/eZwiWLR0_KLBCpRgBrKUqg)**   
  Initiate a conference call from an incident to discuss about the resolution of an incident.
* **[Add participants to a conference call from an incident](https://servicenow-prod.fluidtopics.net/X3Ylh3ZQIB3jc8vWMp7_cw)**   
  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](https://servicenow-prod.fluidtopics.net/WOMvBmwNyikZ4B2tUthyPQ)**   
  You can join an active conference call from an incident to discuss about the resolution of an incident.
* **[View active collaborations](https://servicenow-prod.fluidtopics.net/Ik~LbSzTwR_ijWRAs~D6Ig)**   
  As an incident manager, you can view all the active collaborations for the incidents.
* **[View active and inactive participants in the conference call](https://servicenow-prod.fluidtopics.net/aATfONy7udUdgNgqK6hfcg)**   
  You can view the participant status in an active conference call.
* **[End a conference call](https://servicenow-prod.fluidtopics.net/USkLTIfBULTajzPk32iw2A)**   
  As a host or a user with the incident manager role, you can end the conference call.