> For the complete documentation index, see [llms.txt](https://docs.infraon.io/infraon-help/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.infraon.io/infraon-help/infinity-user-guide/workspace/channel.md).

# 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

{% hint style="info" %}
**ITSM Integration:**

Workspace Channels integrate directly with ITSM modules and support the creation of:

* [Tickets](/infraon-help/infinity-user-guide/ticket-management.md)
* [Tasks](/infraon-help/infinity-user-guide/task-management.md)
* [Requests](/infraon-help/infinity-user-guide/request-management.md)
* [Problems](/infraon-help/infinity-user-guide/problem-management.md)
* [Changes](/infraon-help/infinity-user-guide/change-management.md)
* [Releases](/infraon-help/infinity-user-guide/release-management.md)
  {% endhint %}

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

![](/files/86fab0c8f5edba84552c6e53d959bf2592033763)

Channel **| Basic Details**

<table><thead><tr><th width="196.199951171875">Label</th><th width="207">Action</th><th>Description / Example</th></tr></thead><tbody><tr><td><strong>Search</strong></td><td>Allows users to search channels and conversations</td><td>Users can search for channels, tasks, discussions, or operational activities.</td></tr><tr><td><strong>My Task</strong></td><td>Displays personal and assigned tasks</td><td>Shows tasks assigned to the logged-in user. Task creation and management follow the Task module workflow.</td></tr><tr><td><strong>Channel Section</strong></td><td>Displays available collaboration channels</td><td>Shows public and private channels accessible to the user.</td></tr><tr><td><strong>Add Channel (+)</strong></td><td>Allows users to create a new channel</td><td>Users can create collaboration channels for teams or operational activities.</td></tr><tr><td><strong>Queue</strong></td><td>Displays assigned services and activities</td><td>Shows tickets, requests, and operational services assigned to the user.</td></tr><tr><td><strong>Channel Conversation Area</strong></td><td>Displays conversations and activities within the selected channel</td><td>Users can collaborate, reply, and manage operational discussions.</td></tr><tr><td><strong>Filter Tabs</strong></td><td>Filters operational activities by module</td><td>Users can filter activities based on Ticket, Task, Request, Problem, Change, or Release.</td></tr><tr><td><strong>Add Ticket</strong></td><td>Creates a new ticket within the channel</td><td>Allows users to create and track tickets directly from the channel.</td></tr><tr><td><strong>Add Task</strong></td><td>Creates a task within the selected channel</td><td>Used for assigning and tracking operational tasks.</td></tr><tr><td><strong>Add Request</strong></td><td>Creates a request within the channel</td><td>Allows users to raise service requests from the workspace.</td></tr><tr><td><strong>Add Problem</strong></td><td>Creates a problem record within the channel</td><td>Used for managing problem management activities.</td></tr><tr><td><strong>Add Change</strong></td><td>Creates a change record within the channel</td><td>Allows users to initiate change management activities.</td></tr><tr><td><strong>Add Release</strong></td><td>Creates a release record within the channel</td><td>Used for managing release-related activities.</td></tr><tr><td><strong>Message Composer</strong></td><td>Allows users to send messages and replies</td><td>Users can start discussions, add comments, and create conversation threads.</td></tr><tr><td><strong>Date Filter</strong></td><td>Filters channel activities based on duration</td><td>Example: Last 60 Days.</td></tr></tbody></table>

## **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.

![](/files/1860188966d77c7ed326ade609372d27b8ab3f15)

**Add Channel |** Basic Details

<table><thead><tr><th width="214.5999755859375">Label</th><th width="203.60009765625">Action</th><th>Description / Example</th></tr></thead><tbody><tr><td><strong>Channel Name</strong></td><td>Enter the channel name</td><td><p>Specify a unique and meaningful name for the collaboration channel.</p><p></p><p><strong>Example:</strong> Product Support</p></td></tr><tr><td><strong>Add all people in Infraon</strong></td><td>Select the option button</td><td>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.</td></tr><tr><td><strong>Add Specific Users</strong></td><td>Select the option button</td><td>Allows users to create restricted or team-specific collaboration channels by manually selecting required users or requesters.</td></tr><tr><td><strong>Add User / Requester</strong></td><td>Select from the drop-down</td><td>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.</td></tr></tbody></table>

{% hint style="info" %}
Once added, select **Submit** to add the channel to the Infraon Workspace.
{% endhint %}

![](/files/e1c0f61cc8cbef8d62037f188e65bde22b6683d3)

## **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.

{% hint style="info" %}
**Type /** in the message composer to view available shortcut commands such as:

* **/create ticket**
* **/create task**
* **/create request**
* **/create problem**
* **/create change**
* **/create release**
  {% endhint %}

<figure><img src="/files/5bdc9c8021a69f084d83b7e38707496005d4818f" alt=""><figcaption></figcaption></figure>