Install the IT Service Management integration with Microsoft Teams application for the collaboration between the agents and employees.

Before you begin

Role required: admin
Note: If you install IT Service Management integration with Microsoft Teams app, you don’t need to download Conversational Integration with Microsoft Teams separately.

Procedure

  1. Navigate to System Application > All Available Applications > All.
  2. In the search field, enter IT Service Management for Microsoft 365.
    You can search for the application by its name or ID. If you cannot find an application, visit the ServiceNow app store to view IT Service Management for Microsoft 365. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
  3. Click Install button.
    Note: All the dependent plug-ins are automatically installed in this process.

    You must also install the fix_script_start_chat_field_decorator_IT update set to have a field decorator in a ticket to initiate a chat with the requester.

  4. Download the fix_script_start_chat_field_decorator_IT update set from the app store.

    If you can't find the fix script, click Show more to view the list of supporting links and docs.

    Click fix_script_start_chat_field_decorator_IT to download the XML file.

    Fix Script XML file from IT Service Management for Microsoft 365 store

  5. Navigate to All > System Update Sets > Retrieved Update Sets > Related Links > Import Update Set from XML.

    Import update set from XML

  6. In the XML file field, click Choose file button and select fix_script_start_chat_field_decorator_IT XML file and upload the XML file.
  7. Click Fix script to add start Microsoft Teams chat field decorator.
  8. Click Preview Update Set.
    Preview Update Set
  9. Click Commit Update Set.

    Commit update set

    The Fix script to add start Microsoft Teams chat field decorator will be in Committed state.

    Committed state

  10. Navigate to System Definition > Fix Scripts.
  11. In the Name search field, enter Add Teams chat Field Decorator.
  12. Click Add Teams chat Field Decorator fix script.
  13. Click Run Fix Script button.

    The Microsoft Teams icon is displayed as a field decorator in a record.