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06-23-2025 06:53 AM
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.
Solved! Go to Solution.
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06-25-2025 09:28 AM
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.
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06-25-2025 09:47 AM
I understand, as I mentioned this is a possible workaround, the agent who was part of the conference can import.
I agree, the auto-import functionality is yet to come.
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07-17-2025 04:44 PM
@tijohnson Brilliant idea. Am keen to get this delivered for my org too. Can you let me know how you were able to create collaborate option of "Conference" that is set up to default to Microsoft Teams Meeting that triggers the MS Teams bot to start a Microsoft Teams Meeting. Am also looking to generate the transcript of the call and bring it to the work notes of the major incident. However, been told that generating the transcript fully and pushing to servicenow might cause performance issues as the volume of data might be huge. Did you not face this issue?
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07-18-2025 08:29 AM
I believe that I did the following. Navigate to All > Notify > Provider Selectors and add Microsoft Teams.
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07-18-2025 08:30 AM
I have not noticed any performance as I created a script include and the business rule calls this. Both are on the Server Side. I have to say that this has not moved into Production yet, but I don't see any performance issues to date.