Discuss is a feature that accompanies the Washington DC release of ServiceNow in April 2024. 

How to Discuss an Incident, Request, or Case.

In the fulfiller view, there is a Discuss button. If you hover over that button, you will see Open Sidebar Discussion. 

When you click Discuss, you will see a dialog that allows you to

• Provide a subject for the sidebar. 
• Search for and add individual participants by name. 
• Share a message about the ticket. 

When you click Start Discussion, you will see a chat-style dialog with the ticket title, a listing of the added participants. 

When you type a message and click the Send icon, the message is posted. 

The Collapse Discussion icon will minimize the discussion. 

The three vertical dots icon allows you to Add to Favorites or view Discussion Information. 

Clicking Open Record will open the ticket, in case that participant does not already have the ticket open. 

Clicking the X will Close Discussion. 

The three dots icon and the bottom of the screen allows you to Hide Discussions.

From your dashboard, you should see the chat bubbles icon that allows you to view Sidebar Discussions. 

Clicking the Sidebar Discussions icon opens a panel of Sidebar Discussions. This is also searchable by clicking the magnifying glass icon. 

Clicking the push pin icon attaches the Sidebar Discussions panel to the right of your desktop. 

While that panel is open, the chat bubbles icon is not active, but you can still view previous discussions. 

Clicking the push pin icon again removes it from a fixed place on the right of the dashboard back to a floating panel. 

Once you have unpinned Sidebar Discussions, clicking the chat bubbles icon will hide them. 

Limitations

• Sidebar Discussions are not documented within the ticket. 
• Adding participants seems to be restricted to individuals, and searching is only by name (not by EID, for example). 
• Discussions are only available to participants who already have access to that ticket.