Channel
Channels in Workspace provide a centralized space for users, technicians, and teams to communicate and collaborate in real time. Channels help organizations manage operational discussions, coordinate activities, and work on ITSM-related records from a single interface.
Using Channels, users can:
Create public and private collaboration channels
Communicate through group conversations
Add and manage tickets, requests, problems, changes, and releases within the channel
Collaborate on operational and support activities
Add comments, replies, and discussion threads
Assign and track tasks
View service-related activities assigned to them
Users can also reference existing records using IDs within conversations for quick operational collaboration.
What you see on the screen
The Channel page displays collaboration channels, operational conversations, ITSM activities, and task-related information within the Workspace module.
In the left panel, users can:
View available channels
Access their task queue through the My Task section
View services and operational activities assigned to them under the queue section
Channel | Basic Details
Search
Allows users to search channels and conversations
Users can search for channels, tasks, discussions, or operational activities.
My Task
Displays personal and assigned tasks
Shows tasks assigned to the logged-in user. Task creation and management follow the Task module workflow.
Channel Section
Displays available collaboration channels
Shows public and private channels accessible to the user.
Add Channel (+)
Allows users to create a new channel
Users can create collaboration channels for teams or operational activities.
Queue
Displays assigned services and activities
Shows tickets, requests, and operational services assigned to the user.
Channel Conversation Area
Displays conversations and activities within the selected channel
Users can collaborate, reply, and manage operational discussions.
Filter Tabs
Filters operational activities by module
Users can filter activities based on Ticket, Task, Request, Problem, Change, or Release.
Add Ticket
Creates a new ticket within the channel
Allows users to create and track tickets directly from the channel.
Add Task
Creates a task within the selected channel
Used for assigning and tracking operational tasks.
Add Request
Creates a request within the channel
Allows users to raise service requests from the workspace.
Add Problem
Creates a problem record within the channel
Used for managing problem management activities.
Add Change
Creates a change record within the channel
Allows users to initiate change management activities.
Add Release
Creates a release record within the channel
Used for managing release-related activities.
Message Composer
Allows users to send messages and replies
Users can start discussions, add comments, and create conversation threads.
Date Filter
Filters channel activities based on duration
Example: Last 60 Days.
Add Channel
Channels can be created to organize team discussions, operational activities, and ITSM-related collaboration within the Workspace module. Users can create channels for departments, projects, support groups, or operational teams.
To add a new channel:
Navigate to the left panel in the Workspace module.
Under the Channel section, select the (+) Plus icon.
In the Add Channel pop-up window, enter the required details.
Select Submit to create the channel.
Add Channel | Basic Details
Channel Name
Enter the channel name
Specify a unique and meaningful name for the collaboration channel.
Example: Product Support
Add all people in Infraon
Select the option button
Automatically adds all available Infraon users to the channel. This option is useful for organization-wide announcements, common operational discussions, or collaboration channels where all users must have access.
Add Specific Users
Select the option button
Allows users to create restricted or team-specific collaboration channels by manually selecting required users or requesters.
Add User / Requester
Select from the drop-down
Select one or more users or requesters to include in the channel. Added users can participate in conversations, collaborate on operational activities, and view ITSM records shared within the channel.
Once added, select Submit to add the channel to the Infraon Workspace.
Working on a Channel
Users can start conversations and perform operational activities directly within a channel. Messages, discussions, and ITSM-related activities are maintained within the channel conversation thread.
To start a conversation in a channel:
Navigate to the required channel from the left panel.
Select the message composer field at the bottom of the page.
Enter the required message or discussion content.
Select the Send icon to post the message in the channel.
Users can also use keyboard shortcuts to quickly create ITSM records within the channel.
Type / in the message composer to view available shortcut commands such as:
/create ticket
/create task
/create request
/create problem
/create change
/create release
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