Sidebar

If Sidebar is integrated with the activity stream, you can create links to discussions and post discussion messages directly to the related record as an activity stream record.

To use Sidebar in non-task tables, follow this procedure to add the Discuss button to the layout.

To use Sidebar, you must add the Discuss button to assets that do not have it automatically installed and to custom workspaces where you must enable Sidebar on an asset. After you add the Discuss button, you can create Sidebar discussions.

Invite users to Slack if the Slack users do not already exist.

Configure the event subscription and the Webhook URL.

Configuring the Sidebar member query pre-populates the participants list on the Start a Sidebar discussion screen.

Install and configure Sidebar so agents can have real-time collaboration with others.

Ensure the email field of system user records that will be mapped to Slack users are properly updated. This must be done before the scheduled job that syncs the users between Slack and ServiceNow runs.

Enable or configure the Microsoft Teams integration as part of integrating Sidebar with Microsoft Teams.

Using Sidebar, agents can have real-time collaboration with others as a standalone conversation or based around a Workspace record. These Sidebar discussions facilitate the exchange of information and knowledge to help resolve issues faster and with higher-quality outcomes.

You can install Sidebar, which is part of the Omni-Experience Standard Feature Set, if you have the admin role.

For agents to post Sidebar discussions in the activity stream, Sidebar must be integrated with the activity stream and Sidebar options must display in the post filters. If the Sidebar options don’t display in the post filters, you must add them.

Enable conversations between Sidebar and Slack users by integrating Sidebar with Slack.

Enable conversations between Sidebar and Microsoft Teams users by integrating Sidebar with Microsoft Teams.

Configure which groups or users can access Sidebar discussions in Microsoft Teams.

Enabling participant suggestions in Sidebar displays a list of knowledgeable users who can help with the issue. After you enable participant suggestions, you can configure who Sidebar decides is knowledgeable user and which groups have access. After installing Sidebar, activate and configure Sidebar so agents can collaborate with others to resolve issues.

Set up the Slack account.

Create a requester mapping to customize what displays in the subject field of a Sidebar conversation. The subject field defaults to the short description.

Collaborate with others by creating a Sidebar discussion for a task or interaction record. These discussions can be created from a Next Experience page or Core UI record page.

Create a standalone Sidebar discussion that is not tied to a specific record.

Domain separation is supported for Sidebar . Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Agents can collaborate with others through Sidebar discussions, either as standalone conversations or linked to a Workspace record.

Activate Participant suggestions to display a list of users and user groups who may be helpful additions to a Sidebar discussion.

Read information about how Sidebar works with domain separation.

Create a requester mapping to define the requesting user for a record. This requester is used to identify the main contact for a record and Sidebar sends an email notification to the requester when they have unread messages in their discussions in the last 24 hours.

Sidebar's integration with Slack enables Sidebar users and Slack users to communicate with each other from their respective platforms.

Sidebar's integration with Microsoft Teams enables Sidebar users and Microsoft Teams users to communicate with each other from their respective platforms.

You can create a Sidebar discussion for a task-based or interaction record or as a standalone conversation. Sidebar discussions for a task-based or interaction record can be created from a configurable workspace or a Next Experience Core UI record page.