The following article goes over how to use the "Discuss" feature within the Agent View of ServiceNow.
Starting a Discussion
Navigate to the workspace in which you want to start a Sidebar discussion
Open the record you want to discuss
Hit the Discuss button located in the upper left, next to the "Save" button
Fill out the required fields to start the discussion
Subject - this field is pre-populated with the case/interaction/incident short description. You can edit this text or add your own.
Add participants - if an assignment group was entered for this case/interaction/incident, this field is pre-populated with the members of the assignment group. You can also manually enter the participants you would like to include in the discussion. For more information, see Configuring Sidebar member query.
Include a brief message for participants - enter a short message for the participants of the Sidebar discussion.
Select Start discussion and a chat window will open in the bottom right corner
Joining and Leaving Discussions
All discussions you're a part of can be found by clicking on the Sidebar Icon ion the top right corner, next to the update set icon
To leave a discussion simply click on the three dots next to the discussion you'd like to leave and choose "Leave Discussion"
If you still have questions or need additional assistance, submit a ticket or call the ITS Service Desk at (858) 246-4357