Save Microsoft Teams Meeting communications to the Major Incident Worknotes

[tijohnson]

I have a client that is on ServiceNow Yokohama Patch 2. From the Major Incident Workbench, I have a collaborate option of "Conference" that is set up to default to Microsoft Teams Meeting. This triggers the MS Teams bot to start a Microsoft Teams Meeting. NOT A CHAT!  Chats initiated from the Major Incident Workbench are stored in the table:
sn_tcm_collab_hook_ms_teams_chat.  Microsoft Teams Meetings initiated from the Collaborate > Conference > Microsoft Teams Meeting section are not stored in a dedicated table like chats in ServiceNow.

The requirement is as follows:

• Once the Microsoft Teams Meeting is completed, bring all for the conversation that happened in the Microsoft Teams Meeting chat into the work notes of the Major Incident.

I was successful in adding a link to the MS Teams Meeting for the user to review and see all the chat information that is stored in MS Teams, but that only has a 60 day retention. The client needs this to be longer (the same length that ServiceNow has on the incident data). 

Flow Designer has limits now with Yokohama like removing the Script Step as an action in the flow, you need to create a custom action. The Custom Action Script Step has issues i.e. the use of optional chaining (?.), which is not supported in ServiceNow’s Rhino JavaScript engine (used in Flow Designer scripts).

I have moved to trying to accomplish this with a REST API call. The "chat id" for the meeting is embedded in the url that is stored in the "url" field of the notify_recording table in ServiceNow. I am trying to parse this out and then try to make the call to get the data.  

Has anyone else faced this type or requirement and been successful? I opened a Case with ServiceNow but was instructed that this is a custom direction and they cannot support my request. They suggested putting this out to the community. 

[tijohnson · Accepted solution]

I opened a case with ServiceNow and they stated that they could not help with the issue as it would be a custom direction. I was able to create a REST Message using the OAuth profile that was configured to launch the Microsoft Teams Meeting as a Conference call in Major Incident Management. I then created a Business Rule that was on the notify_recording table. I had to create a script to dive down the hierarchy of the tables that linked back to the incident table. The business rule extracts the chat_id from the url stored in the notify_recording > url field. This was a very lengthy and custom approach that may not be for everyone.

[Raguram1]

@tijohnson 

If you have configured "Request Based Chat" within incident you have option to "Import messages from Microsoft Teams" -> when you launch you can see option "List all conversation" that would give you all the conversation you were part of (see screenshot), including the conference call, this is a good workaround for now.

Meanwhile i would request you to raise an enhancement request for the feature to pull chat conversation of the conference record when the meeting is over.

 

[tijohnson]

Correct, that manual work around has been in place. The client wanted this to be automated and could not be a link out to Microsoft Teams to view the meeting conversation. Thank you for the additional information.

[tijohnson]

The key statement you made was "that would give you all the conversation you were part of" They wanted a universal solution to auto import the conversation. The person reviewing or initiating the need to see the conversation may not have been involved in the original meeting.