Change the number used in the default chat title

[Kristian Johnso]

The ServiceNow for Microsoft Teams product does not seem to take into account Universal Request. For us and probably most, the primary use case of the MS Teams integration is for fulfillers to reach out to requesters over teams. With universal request, the requester may not be aware of the RITM number. Is there a way to update this default number? It should be the Task Effective number or at least it should be the display value of the record rather than always the number. 

[Phil Crisologo]

Hi Kristian, we are facing this same requirement. Have you figured out any way to update the default Chat Title?

[Raguram1]

@Kristian Johnso @Phil Crisologo 

Unfortunately there is not direct way to remove number from title, we designed this way since chat is always associated with a servicenow record. And moreover, the field is editable from which agent/fulfiller can edit it before sending the chat request.

If you want to customise, see the original implementation here

sn_tcm_collab_hook.AbstractChatUtilSNC

You could override any of the method in sn_tcm_collab_hook.AbstractChatUtilSNC by going to sn_tcm_collab_hook.AbstractChatUtil SI and writing the same method name, but you could implement your own logic. Our code will pick the base sn_tcm_collab_hook.AbstractChatUtil SI method (overridden for customisation) instead of the extended class method (OOB implementation).

Method skeleton for reference: getChatTitle: function(gr, descriptionField) {....}

Thanks,
Ragu