Use Work notes, comments and chat to cooperatively manage an incident
- Impersonate
- Connect sidebar to view conversation with user
- Service desk > My work
- Open Incident
- If Open collapse the chat window and Close the connect sidebar
- With the record open under notes tab, click the show all journal fields icon to the right of work notes
- Update with info
- Click Post
- See the icon has an Additional Notification
- Change state to Hold
- Select awaiting called as the on hold reason
- Save the Record