How to Use Sidebar Discussions


The following article goes over how to use the "Discuss" feature within the Agent View of ServiceNow. 

Starting a Discussion

  1. Navigate to the workspace in which you want to start a Sidebar discussion
  2. Open the record you want to discuss
  3. Hit the Discuss button located in the upper left, next to the "Save" button
    An image showing the discuss button alongside the save button and "Propose solution" button
  4.  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.
      An image showing the required fields that need to be filled out in order to start a sidebar discussion
  5. Select Start discussion and a chat window will open in the bottom right corner 

Joining and Leaving Discussions

If you still have questions or need additional assistance, submit a ticket or call the ITS Service Desk at (858) 246-4357