---
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


---

# Collaborate with stakeholders during a major incident

# Collaborate with stakeholders during a major incident {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Collaborate with the required stakeholders during the various phases of a major incident to discuss and resolve the incident quickly. You can initiate a chat or make conference calls using a service provider to communicate
with stakeholders.

## About this task

Collaboration services provide a way to communicate and collaborate in real time to resolve incidents. For more information on the integration and features of Collaboration services available in Service Operations Workspace, see [Collaboration in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/_lczuHrV~~LU5tdTEuP26Q "Collaboration services provide a way to communicate and collaborate in real time to resolve the incidents. You can initiate a chat or make conference calls using a service provider to communicate with stakeholders.").

## Before you begin

Role required: major_incident_manager, itil, ia_admin, or admin

## Procedure

1. On the incident record, select the Collaborate (![Collaborate icon]()) icon on the contextual side panel to open the collaborate tab on the side panel.  
   The collaborate tab displays the following tabs:
   * Call -- Includes a list of call records and call-related information, such as status and due date with time duration, for the upcoming, pending, overdue, and active calls with the collaborators.
   * Chat - Includes a list of chat records and chat-related information, such as name and number of participants and due date with time duration, for upcoming, pending, overdue, and active chats with collaborators.
   {#collaborate-stakeholders-mim-sow__ul_rcm_jqg_z1c}
2. Select the Initiate collaboration (![Add call]()) icon.
3. Collaborate using chat.
   1. Select any one of the following chat options:  
      * Select Start Sidebar discussion to open the conversation on a sidebar chat.
      * Select MS Teams chat to open the conversation on Microsoft Teams.

      {#collaborate-stakeholders-mim-sow__ul_e4j_nsg_z1c}  
      Note:  
      * The chat application must be configured with Service Operations Workspace.
      * Slack channels aren't supported.
      * Users with incident_write or itil role assigned to a Collaborate task such as call or chat, can now view the existing Collaborate card and start a sidebar discussion, Microsoft Teams chat, or call.
      {#collaborate-stakeholders-mim-sow__ul_f4j_nsg_z1c}
   2. On the pop-up window, fill in the details.  
      {#collaborate-stakeholders-mim-sow__table_g4j_nsg_z1c__entry__2}

      | Field | Description |
      |-|-|
      | Record number | Incident record number associated with the collaboration chat. The incident record is selected by default. |
      | Subject | Subject or title for the collaboration chat. |
      | Add participants | User, user group, or list of recipients who must attend the collaboration chat. |
      | Include a brief message for participants | Brief description about the issue to be discussed in the chat. |
      [Table 1. Collaborate using chat]

      {#collaborate-stakeholders-mim-sow__table_g4j_nsg_z1c}
   3. Select Start Discussion.

   {#collaborate-stakeholders-mim-sow__substeps_d4j_nsg_z1c}  
   The chat application opens with the selected participants.
4. Collaborate using call.
   1. Select one of the following call options.  
      * Start Webex meeting
      * Start MS teams meeting
      * Start Twilio meeting
      * Start Zoom meeting

      {#collaborate-stakeholders-mim-sow__ul_qwx_tsg_z1c}  
      Note:  
      The selected call channel applications must be configured for Service Operations Workspace..
   2. On the pop-up window, fill in the details.  
      {#collaborate-stakeholders-mim-sow__table_st1_zsg_z1c__entry__2}

      | Field | Description |
      |-|-|
      | Conference bridge | Call channel used for collaboration. |
      | Title | Subject or title for the collaboration call. |
      | Add participants | User, user group, or list of recipients who must attend the collaboration call. |
      | Provide a brief description, this note will be stored in the conference record | Brief description about the issue to be discussed in the call. |
      [Table 2. Collaborate using call]

      {#collaborate-stakeholders-mim-sow__table_st1_zsg_z1c}
   3. Select Start.  
      The call starts with the selected participants.
   {#collaborate-stakeholders-mim-sow__substeps_plb_tsg_z1c}
* **[Create adhoc communication and collaboration using the Related record tab](https://servicenow-prod.fluidtopics.net/CIu0z_MOB_k6l_WcJon2cA)**   
  Create adhoc communication and collaboration using the incident communication plan related list on the Related records tab of an incident record page.