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IT Collaboration

As of version 9.41, IT Collaboration supersedes the previous Enterprise Collaboration (EC) based instant messaging solution. As an instant messaging tool embedded in Service Manager, IT Collaboration enables Service Manager IT operators to collaborate in real time (or anytime) when handling an Interaction, Incident, Incident Task, Request, Request Task, Problem, Problem Task, Known Error, Change, or Change Task1These record types are supported by default.. IT operators who do not log on to Service Manager but are available on Microsoft Skype for Business can be invited to an IT Collaboration conversation. In addition to the IT Collaboration suggested participants that can be invited to a conversation, you can also search for users by email address or user name, and invite them to the conversation. The conversation is stored as a permanent part of the corresponding record.