How to prevent newly assigned user to be added to chat when incident record is re-assigned

Ken61
Giga Guru

yesterday - last edited yesterday

Hello,

Please I need help to accomplish this requirement.

The requirement is When a ServiceNow incident record is re-assigned, prevent the newly assigned user to be added to the related Microsoft Teams Chats.

The OOTB functionality is When a ServiceNow task record is re-assigned, ServiceNow adds the newly assigned user to the related Microsoft Teams Chats, but customer don't want it like that.

How can this be done.

 

Thank You in advance.

 

Ken61_0-1767914304454.png

 

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Mark Manders
Mega Patron

7 hours ago

What is the business case behind this requirement? It doesn't really make sense. The 'assigned to' on an incident is the person that works on the incident. Excluding them from a chat about that ticket sounds weird. 

What if a supplier is giving solutions in that chat (install patch xyz to resolve it), you are wasting time of the assignee and are frustrating the caller and chat members that the solution is there, but the person that needs to apply it, doesn't know about it.


Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
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