How to read teams meeting transcript and create PTASKS

Chaz_
Tera Guru

‎09-23-2026 01:41 AM

Hi,

 

We have a requirement where we would like Service now to read a teams meeting transcript on the back of an incident in an automated manner, and then search through the script for actions which need to be created as PTASKS against a problem.

 

What is the best way to achieve this?

Can now assist read a teams meeting transcript, either through the now assist panel or VA bot which we have available in teams? 

Or is this achievable through copilot and creating an agent to do the same? Not sure how it would be able to read teams meeting info and also connect to Service now to update a record.

 

Thanks.

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Kevin Liao
Tera Expert

‎09-24-2026 08:29 AM - edited ‎09-24-2026 08:30 AM

Now Assist can definitely do the reading part, but Now Assist doesn't reach anything outside of SN. To get the transcript into SN, you need an integration via the MS Teams Graph API.

There is a built-in option (Notify Connector for Microsoft Teams, Zurich+) that can pull Teams transcripts, but it only works if the meeting is initiated via Notify from an SN record. So if your meetings are scheduled the usual way in Teams/Outlook, I think you need to build a custom integration spoke leveraging the Graph API if you really want to get it done.

Without getting too specific into the solutioning, the high-level approach is:

  1. Talk to your Azure / Teams admin so they can help you set up an App Registration with the necessary permissions (e.g. OnlineMeetingTranscript.Read.All). They will also need to create an Application Access Policy in Teams, otherwise the app permission alone won't return any transcripts.
  2. Build a custom integration via a series of Graph API calls. Check the Graph API documentation for more detail. It's 3 interconnected calls: Get Meeting ID (by join URL) -> Get Transcript ID off the Meeting ID -> Get the content of the transcript. So it is best to create a flow that calls those 3 flow actions.
  3. Build a Now Assist skill / AI Agent that reads the transcript you loaded in from step 2, picks out the action items, and creates PTASKs against the problem. I'd have someone review the PTASKs it creates, at least at the start.