MS Teams Integration - Interactions

Marcus Walbridg
Tera Expert

‎05-09-2023 06:57 AM

Whenever a user starts a MS Teams chat from ServiceNow via the ui actions (start teams chat), it also generates an interaction record.  Does anyone know how or if it is possible to prevent the creation of these interactions?

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Ratnakar7
Mega Sage
Mega Sage

‎05-09-2023 09:33 AM

Hi @Marcus Walbridg ,

 

The creation of interactions when starting a MS Teams chat from ServiceNow via the UI actions is a standard behavior of the Microsoft Teams integration. As far as I know, there is no way to prevent the creation of these interactions without modifying the integration code.

However, you can configure the interaction record to be hidden from the user interface, so that it doesn't clutter the list of interactions. To do this, you can add a condition to the interaction list view to exclude the MS Teams interactions.

 

Thanks,

Ratnakar