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Create Case from Teams - CSM

shun6
Giga Sage

‎03-24-2025 12:49 AM

Hi all,

There is a requirement to create a Case from Teams. The common case would be creating a Case by integrating Virtual Agent with Teams, but are there any other methods?

 

Thanks.

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1 REPLY 1

Not applicable

‎03-25-2025 06:34 AM

Hi @shun6 ,

Am not sure about CSM cases but I think it is possible to create incidents and HR-related cases through MS Teams. In order to do so, you would have to install the plugin 'Conversational Integration with Microsoft Teams'. This plugin lets you interact directly with ServiceNow Virtual Agent and live agents from within Microsoft Teams.

For more details, you may check out ServiceNow for Microsoft Teams and Microsoft 365.

 

Also, refer to this Video :https://www.youtube.com/watch?v=oLqZav4eZfc

 

ServiceNow Microsoft Teams Integration | MS Teams Spoke
ServiceNow Microsoft Teams Integration | MS Teams Spoke
youtube.com/watch?v=oLqZav4eZfc
Post a message in MS Teams from ServiceNow! In this simple video we use ServiceNow flow designer and an action from the Microsoft teams spoke to post a message to a teams channel when an incident is assigned to a defined group. We do all the above on Quebec instance (yes..Quebec :)). Points to ...