Customise ServiceNow for Microsoft Teams auto-import feature

[F_lix Dion]

Hi, here is my issue:

I am using the ServiceNow for Microsoft Teams plugin and I would like to make use of the auto-import feature but the OOTB configuration just doesn't do what I want.

In fact, with manual import, the chat history shows up in the additionnal comments (or you can even select work notes if you prefer):

With auto-import, the chat history is added on another table and a link is added in the additionnal comments to open the record:

I really prefer the way the manual import behaves and I would like to make the auto-import feature work the same way, any ideas?

[F_lix Dion · Accepted solution]

After quite a bit of trial and error, here's what I came up with:

- Made a flow triggered when MS Teams Chat is created or updated (where auto-import is true)

- The flow finds the incident related to the chat and the journal entry

- The MS Teams Chat journal entry is copied into the additionnal comments of the incident

- I also added a variable in the incident form for marking when it has been transferred to avoid duplicates

- Flow looks for attachments on the MS Teams Chat and copies the ones not already copied (again with a yes/no variable)

- Finally I added advanced condition to my email notifications to avoid sending them on each import

[Community Alums]

Hi @F_lix Dion 

I have the same issue. I have activated the Plugin - ITSM with Microsoft teams. I have enabled the auto import chat functionality, but the chat is not getting copied to the comments field.

Could you please let me know what I am missing here.