Start Microsoft Teams Chat - ServiceNow

dharanikumar · ‎05-30-2023

Hi All,

1. How to hide the Import Message drop-down?

2. When a chat is initiated, the Open For/Requested For user is automatically added as a participant?

3. When a ticket is resolved/closed and it has a chat established, then a resolution message needs to be sent to the chat?

4. How to remove a chat member after reassigning a ticket that has an established chat, remove the previously assigned analyst from the chat?

5. How to create an easily accessible link to view ticket chat history?

Thank you!!

Raguram1 · ‎05-30-2023

Hi @dharanikumar

1. How to hide the Import Message drop-down? - Not possible to customise today

2. When a chat is initiated, the Open For/Requested For user is automatically added as a participant? - Yes, that is the oob behaviour, we are showing the end user some of the recommended list of participants (user, user group).

3. When a ticket is resolved/closed and it has a chat established, then a resolution message needs to be sent to the chat? - This functionality is not available today

4. How to remove a chat member after reassigning a ticket that has an established chat, remove the previously assigned analyst from the chat? - We do not remove the user, rather we keep all the assigned analyst in the group chat, if re-assigned the new user will get added.

5. How to create an easily accessible link to view ticket chat history? - You can view the imported chat in the chat record, which will be updated as chat history in sn_tcm_collab_hook_ms_teams_chat table.

Thanks,

Ragu

dharanikumar · ‎05-30-2023

Hi @Raguram1
Thank you so much for your reply.

For #2 When a chat is initiated, the Open For/Requested For user is automatically added as a participant?
We need user name needs to by default selected and populated under participants field.

How to change the Chat title?

How to change the opening message and we need to include the incident number and short description.

This will be defaulted for all the users.

Thank you!!

Raguram1 · ‎05-30-2023

Default selection is not possible today.

Only after you choose participants, you will see chat title and opening message.

Opening message can be modified to specific message via configuration, check the documentation here

https://docs.servicenow.com/bundle/utah-employee-service-management/page/product/sn-teams/concept/au...