Attachment sent using the "Start Microsoft Teams Chat"

[Natahlie Nativi]

When an attachment is added to a Microsoft Teams chat initiated within a ServiceNow incident record (using the "Start Microsoft Teams Chat" window, are the attachment automatically be uploaded to the incident record?
I am aware that the attachments from MS Teams to ServiceNow are automatically uploaded in the incident record. But how about the attachments that were sent through  "Start Microsoft Teams Chat" window? 

[Rishiraj14]

Hey @Natahlie Nativi ,
As of current functionality (depending on the plugin and version of the integration):

By default, attachments added in the Microsoft Teams chat initiated from a ServiceNow incident record are not automatically uploaded to the incident record in ServiceNow.
However, ServiceNow does support enhanced integrations through the Virtual Agent Teams integration and Microsoft Teams Connector, and with customization, it is possible to capture those attachments and push them into the record.
You might need to configure webhooks, bot conversations, or use Microsoft Graph API to programmatically move those files if automatic handling is essential.
You can also check the configuration of your Microsoft Teams-Spoke in IntegrationHub or consult ServiceNow documentation for the latest behavior updates regarding attachments in integrated chats.


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[Natahlie Nativi]

Hello @Rishiraj14 !
Can you share any document or community document about  configure webhooks, bot conversations, or use Microsoft Graph API to automatically import the attachments?

[Rishiraj14]

HEY @Natahlie Nativi , I searched but unfortunately there is no relevant documentation or community post related to your query, but you can find the individual documentation help like for importing attachments from Microsoft graph api and regarding webhooks, kindly try that way, hope it will help.

[Raguram1]

@Natahlie Nativi  I am assuming you are talking about this
There are two cases.

Auto-import: in this case the attachment will be present in the associated "chat" record (sn_tcm_collab_hook_ms_teams_chat) and not on the incident record.

Manual Import: here, the agent has to import the individual chat transcripts and yes for this flow, the attachment will be added to both chat record and associated incident record as well.