Initiate a chat with the caller from a major incident

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Initiate a chat from a major incident record to discuss about the resolution of the issue.

    Antes de Iniciar

    Role required: major_incident_manager, itil, itil_admin, or admin

    Procedimento

    1. Open ITSM Mobile Agent app.
    2. Tap Major incidents tab, tap See All.
      See All in major incidents tab.
    3. Tap the major incident record you want to work on.
    4. Tap Caller.

      Major incident details in ITSM Mobile Agent.

    5. Do one of the following:
      Tabela 1. Major incident
      Option Action
      Initiate chat in Slack Tap on the Slack contact.
      Initiate chat in Microsoft Teams Tap on the Microsoft Teams contact.

      User details in ITSM Mobile Agent.

      Nota:
      The Slack and the Microsoft Teams contacts will be displayed only if the caller has a valid Slack and Microsoft Teams accounts.