Start Microsoft Teams Chat - Where do you add users to the Recommended field to be selected?

[Winston]

Hello everyone, 

I'm working on getting the Microsoft teams set up for a Major Incident project, but i'm not seeing how/where you get the suggestions for the recommended field to fill in when you hit the Start Microsoft Teams Chat button.

It doesn't seem to fill in the contact user/assignee/assignment group as of right now. Am I missing something?

[Paul Curwen]

In my instance it is populated automatically from the individuals involved in the record e.g. Assignee, Assignment Group members. requestor etc). You can then add participants using the Add participants search (user/group, or email)  at the top of the model and clicking Add to selected button to add them. 

1. You have to be on a saved record (not a new record where you have not yet clicked'Save')

2. Click the Start Microsoft Teams Chat buttton

3. The Start Microsoft teams Chat window then appears

4. Recommended Users should be auto populated from the record. Move them over to the Selected column. 

https://docs.servicenow.com/en-US/bundle/tokyo-employee-service-management/page/product/sn-teams/tas...

Looking at your screenshot there are no recommended users which is strange. What type of record are you on? If it is not populating, then I would raise that with ServiceNow Support as you should not need to fix this yourself it should work OOTB. It is possible that your connection to your Teams Tenant is not configured correctly.  

If this helps please mark as Helpful/Correct

[ChrisUSC84]

We are trying to modify the "Recommended" section to also include some custom user references as well.  Did you ever figure this out or how to modify?