---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/employee-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Improve inter-departmental communication

# Improve inter-departmental communication {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Enable agents to effectively collaborate on associated tickets using the Sidebar discussion and Discuss options.

## Antes de Iniciar

Role required: sn_uni_req.routing_agent or admin

## Procedimento

1. Navigate to AllUniversal Requests.
2. Select the universal ticket that is assigned to you.
3. Select Discuss.
4. In the Start a sidebar discussion window, fill in the fields:  
   {#discuss-routing-agents__table_s33_x2z_g3c__entry__2}

   | Field | Description |
   |-|-|
   | Record number | Unique number generated for the universal request. |
   | Subject | Option to indicate the main topic or point of discussion. |
   | Add participants | Routing agents with whom you want to initiate the discussion. This restricted list controls agent participation and applies access permissions consistently across associated tickets. |
   | Include a brief message for participants | Brief message to the participants indicating what the discussion is about. |
   | Private discussion | Option to create a private discussion accessible only to chosen participants. Users linked through associated tickets, even those with access to the Universal Request record, will not be included unless explicitly added to the Add Participants list. |
   [ ]

   {#discuss-routing-agents__table_s33_x2z_g3c}
5. Initiate your discussion with the selected routing agents by selecting Start discussion.  
   The Start private discussion button appears only when you select the Private discussion option.

## O que Fazer Depois

1. Select Sidebar discussions ![]().
2. Review all the discussions that you are part of.
3. To begin another conversation with routing agents, select New Discussion.
{#discuss-routing-agents__ol_x51_rfz_g3c}