Use Work notes, comments and chat to cooperatively manage an incident

  1. Impersonate
  2. Connect sidebar to view conversation with user
  3. Service desk > My work
  4. Open Incident
  5. If Open collapse the chat window and Close the connect sidebar
  6. With the record open under notes tab, click the show all journal fields icon to the right of work notes
  7. Update with info
  8. Click Post
  9. See the icon has an Additional Notification
  10. Change state to Hold
  11. Select awaiting called as the on hold reason
  12. Save the Record

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