Collaboration with incidents

Agents can start and manage collaboration on incident records from the ITSM Mobile Agent app.

Initiate a chat with the caller from an incident
Initiate a chat with the caller from an incident to discuss the resolution of an incident.
Initiate a chat with the assignment group from an incident
Initiate a chat with the assignment group members from an incident to discuss the resolution of an incident.
Initiate a conference call with the caller from an incident
Initiate a conference call from an incident to discuss the resolution of an incident.
Add participants to a conference call from an incident
Add participants to an active conference call from an incident to discuss the resolution of an incident.
Join an active conference call from an incident
Join an active conference call from an incident to discuss its resolution.
View active collaborations
As an incident manager, you can view all the active collaborations for the incidents.
View participants in an incident conference call
View the active and inactive participants in an incident conference call in the ITSM Mobile Agent app.
End a conference call from an incident
End an active conference call from an incident record in ITSM Mobile Agent. The call host or a user with the incident manager role can end the call.

title	Collaboration with incidents
description	Agents can start and manage collaboration on incident records from the ITSM Mobile Agent app.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/it-service-management/itsm-mobile-agent/collaboration-incident-itsm-mobile.html
release	brazil
product	ITSM Mobile Agent
classification	itsm-mobile-agent
topic_type	concept
last_updated	2026-09-10
reading_time_minutes	1
breadcrumb	Work on incidents assigned to youManaging incidents and tasks using the My Work appletITSM Mobile AgentIT Service Management