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

 Release :

    - australia

ft:locale :

    - pt-BR

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}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura

The Collaborate tab helps you to view information about
communication tasks that have conference as their communication channel. It also allows you to
manage the participants in a conference call.  
Figura 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/3RE6xt~5LKnFl1LueIBAwQ "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, click Manage Participants.  
To initiate a conference call, click 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.  
Nota:  
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/cUNpYHqyqL3VrqTooloqeQ "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, click 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. If you activate the Notify - Twilio Direct Driver plugin
(com.snc.notify.twilio_direct), the active participants are highlighted in green.

For information on how 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).

For information on process flow for slack communication, see [Process flow for Slack
communication](https://servicenow-prod.fluidtopics.net/0tZ4Jn99fc0NIMU6yOua4A "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/jWWF56QgiETSQfQgHRTi2Q "In major incident workbench, you can add a collaborative communication task to collaborate and understand the progress of communication plan and its related tasks.").
**Conceitos relacionados**   

* [Major Incident workbench --- Summary tab](https://servicenow-prod.fluidtopics.net/AShYPpBM2T~Uch45hSDdPA "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.")
* [Major Incident workbench --- the Post Incident Report tab](https://servicenow-prod.fluidtopics.net/AQbCrxzpeSzbCTo6FCdREg "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/UXpeUHhZt1R9pnWGVjL5lg "The Communicate tab helps you understand the progress of a communication plan and its related tasks.")