Where to configure participant recommendations for MS Teams conference calls in SOW

[MG27]

Hey devs, 

In SOW, under the "Collaboration" tab, when starting a new Teams conference call for our Major Incidents, where are these recommended participants pulled from? We're looking to add few static folks (Dept leadership), but can't seem to find where to do so.

 

The docs I've found that cover configuring the Teams integration and Notify don't seem to cover this.

I've seen the Participant Suggestions docs and plugins for Sidebar discussions. Wondering if there's anything similar (preferably something that allows me to specify a static list of users and not rely on some ML process)

Any ideas?

[Matthew_13 · Accepted solution]

Hi,

 The “Recommended participants” list in SOW is not coming from the Teams or Notify integration, and there’s no OOB way to define a static list for it. It’s generated by ServiceNow’s participant/expert suggestion logic (ML-based), with a few basic relationships mixed in (like Caller and Caller’s Manager), which is why those show up.

If you need fixed attendees leadership for every Major Incident, the best practice is to auto-add them when the Teams meeting is created:

• Maintain a Major Incident Leadership group

• Update the meeting creation flow/action to add that group’s members automatically

This basically avoids relying on ML and keeps things clean and maintainable.

@MG27 - Please mark Accepted Solution and Thumbs Up if you found Helpful!!

[MG27]

Thank you, @Matthew_13, this does answer my primary question, on whether or it's possible to adjust the recommended participants. 

We don't want to auto-add everyone of these individuals to the call each and every time, which is why we're simply looking to add them to the suggestions list and not immediately add them to the call.

Appreciate your time. We'll get something figured out.

[Matthew_13]

@MG27 - Did this help you my friend?

[MG27]

Adding some additional info I received after reaching out to support.

The logic behind what users are added to the suggested participants group comes Script Include method ConferenceParticipants().getContacts() - (335ce6ea0be713008e64aabcb4673aed). 

The logic of who is listed is:

• The user listed in the current records 'assignment_group.manager' column
• Any user listed in any sys_user reference column (e.g. caller_id, assigned_to, etc..) on the current record. Note, this only applies to reference fields, not lists (I tried and was disappointed) 

Unfortunately, this means there isn't a pragmatic way to set a defined list of users who should be listed as recommended participants, aside from creating a set of discrete fields for each and populating as needed (which isn't something we want to do in my case).

Still nice to know how it's all populated and I figured I'd share for anyone here who may have the same question