Create Case or Incident from Microsoft Teams

[Hiroto Taguchi]

Can I create a case or incident ticket based on what a user chats with in Teams?

[Arpan Baishya · Accepted solution]

Hi @Hiroto Taguchi,

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.

Let me know if this helped you.

[Amarjeet Pal]

Hello @Hiroto Taguchi ,
In addition, @Arpan Baishya has mentioned, that you can have a look at Live agent chats from Virtual Agent/ MS teams.

An interaction will be created initially and from there Agent gets an opportunity to decide whether it is an incident /case and creates the record accordingly.

Hope this helps.

Thanks

Amarjeet Pal
Advania UK