Collaborate on a task record using Microsoft Teams in Service Operations Workspace

  • Release version: Zurich
  • Updated January 30, 2025
  • 1 minute to read

    • Start or import a Microsoft Teams chat from a task record in Service Operations Workspace.

    Before you begin

    Role required: itil or admin

    Before you begin, make sure that the Microsoft Teams application is configured for your ServiceNow instance. For more information on configuration, seeConfigure Notify connector for Microsoft Teams from Service Operations Workspace and the Microsoft Teams integration setup documentation.

    About this task

    When you view or import a Microsoft Teams chat conversation for a task record, the record details are displayed in the Details section of the MS Teams Import tab. For information about configuring these details, see Configure the task record information in the MS Teams Import tab.

    Procedure

    1. Open a task record, for example, incident.
    2. From the Sidebar, select the collaborate icon (Collaborate).
    3. To view a chat conversation, select the more options icon (more options icon) on the chat and select View chat.
    4. To start a chat conversation, perform the following actions.
      1. In the Collaborate panel, select the plus sign (+), and select Start Microsoft Teams chat.
      2. In the Start Microsoft Teams chat dialog box, specify the participants.
      3. Optional: To specify more chat options, select Show more chat options and specify a client.

        You can choose Microsoft Teams application or the Microsoft Teams web application.

      4. Select Start Chat.
        • A chat conversation is initiated in Microsoft Teams.
        • All automatic chats are automatically imported to the Collaborate panel.
    5. To view a chat conversation, select the more options icon (more options icon) on the chat and select View chat.
    6. To import a chat conversation, perform one of the following actions.
      OptionDescription
      Import a chat from any conversation
      1. Select the plus sign (+) and select Import Microsoft Teams chat.
      2. Under the Choose a conversation to view details section, select a conversation that you want to import.
      3. Select the chat and select Import.
      Import a chat from a conversation in which you are a member
      1. From the conversation that you're a member of, select the more options icon (more options icon) and select View chat.
      2. Select the filter chat messages icon (filter chat messages icon) and select the type of messages you want to view.
      3. Select the required messages and select Import.

      Imported chats are reflected in the activity stream of the task record.