Teams integration generates a worknote for chats

[mfhaciahmetoglu]

Hello all,

We noticed that Teams integration generates a worknote on the incident where a communication record on incident is created. This worknote is created after some time and does not bring any value and generates an unnecessary notification for the end user.

I was checking but could not find its origin. Anyone has any idea? Or any idea how to locate it?

Thanks!

Best,

Firat

[AndersBGS]

Hi @mfhaciahmetoglu ,

Is the work note a link to the Teams chat or just a plain text work note? 

[mfhaciahmetoglu]

Hi @AndersBGS

Yes, a worknote link to Teams! The work note added: [code]System removed Rob XX, Heidi XX on behalf of Firat XX from Microsoft Teams chat - HERE IS THE NAME OF THE CHAT

Best, Firat

[AndersBGS]

Hi @mfhaciahmetoglu ,

I have just checked the behavior at our own instance and can see the same work notes. However, from my perspective this is only a ServiceNow visible note and not a customer visible note, hence customer will not know of this / be notified about this. Is your setup different so customers will be notified about this update? 

[mfhaciahmetoglu]

Hi,

Not the customer but fulfiller receives the notification. It is nothing catastrophic but I would have liked to know the business rule that triggers this behavior.

Thanks!

Best,

Firat