Collaboration Services release notes

  • Release version: Store
  • Updated July 9, 2026
  • 4 minutes to read
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    Summary of Collaboration Services Release Notes

    The Collaboration Services application on the ServiceNow Store facilitates seamless integration of chat and collaboration tools such as Microsoft Teams, Slack, and Zoom within ServiceNow. This enables users to start chats, auto-import messages, and manage communications directly on tickets and incident records, enhancing collaboration efficiency and ticket resolution workflows.

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    The release notes track updates from the initial release in May 2019 through July 2026, highlighting key enhancements, new features, bug fixes, and security improvements across multiple versions.

    Key Features and Enhancements

    • Chat Integrations: Support for Microsoft Teams, Slack, and Zoom team chats with capabilities such as starting chats from ServiceNow, auto-importing chat messages, and displaying chat history on tickets.
    • Auto-Import Improvements: Enhanced stability and error handling during chat message imports from Microsoft Teams and Zoom, including improved handling of attachments, emojis, and nested replies.
    • Security Enhancements: Introduction of a "deny-unless" authentication ACL to restrict access to collaboration service data to authenticated users only, and a new granular admin role for managing collaboration hooks.
    • User Experience Updates: Automatic redirection to the new Microsoft Teams web/desktop client for chat initiation, removal of chat client selection options, and improved handling of user presence and search functionality.
    • Multi-Tenant and Third-Party Support: Support for Azure Multi-Tenant apps and enabling third-party service providers to initiate chats across Microsoft Teams tenants.
    • Customization: Ability to customize User Principal Name (UPN) field mapping for Microsoft Teams integration instead of default email fields.

    Fixes and Stability Improvements

    • Corrections to access control logic and filtering issues in Microsoft Teams chats.
    • Resolution of errors with emojis, chat titles, unverified users, and chat reassignment handling.
    • Accessibility fixes related to Microsoft Teams chat components.
    • Improvements to auto-import resilience, including handling of token revocation failures and retry mechanisms.
    • Bug fixes for image download processes, search failures, and Slack integration privilege errors.

    What ServiceNow Customers Can Expect

    By leveraging Collaboration Services, customers can expect a streamlined experience in managing collaboration from within their ServiceNow environment. The application enables automatic synchronization of chat conversations from supported platforms, reducing manual effort and improving context tracking on tickets.

    Security enhancements ensure that collaboration data is protected and only accessible by authorized users. The integration updates also provide a modernized user experience with automatic client redirection and improved search and presence features.

    Overall, the continuous improvements and fixes lead to greater stability, better performance, and expanded functionality, helping ServiceNow customers enhance communication workflows and incident management through integrated collaboration tools.

    Version history for the IT Service Management Collaboration Services application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 3.14.0 - July 2026 (Australia+)
    • Fixed:
      • The evaluation logic for Query Range ACLs has been updated.
      • Accessibility related issues.
    Version 3.13.3 - June 2026
    • Fixed:
      • A user with a comma in the name will get "and" instead of the comma.
      • ACLs.
      • Filtering of MS Teams chats not working in SOW.
      • External is coming against some users while importing the team's chat.
      • Internal fixes.
    Version 3.13.0 - March 2026
    • Changed:
      • Removed Choose your preferred chat client option from start teams chat model, from this release the redirection will always go to new web/desktop client deeplink
      • Optimised auto-import to reduce the number of IHub transactions during Auto-Import flow.
    Version 3.12.2 - December 2025
    • Fixed:
      • Handling refresh token revocation failure is improved for better resilience during authentication changes.
      • IHub Exceptions in Auto Import now allow for graceful retries before exiting, enhancing import stability.
      • Fixed an error in the Teams Chat portal widget.
      • The "Start chat" action now redirects to the new desktop client by default.
      • A new granular admin role, sn_tcm_collab_hook.admin, has been introduced for collaboration hooks.
      • Insufficient privilege error affecting the Slack integration.
    Version 3.11.6 - August 2025
    • New:
      • Microsoft Teams Auto-import will be turned off by default for new installations.
      • When you start a Microsoft Teams chat, you will be automatically redirected to the new Teams client, which will be the default option.
    Version 3.11.1 - May 2025
    • New: The "deny-unless" authentication ACL that only authenticated users can access tables related to collaboration services. This significantly improves the security of the data and prevents unauthorized access.
    • Fixed:
      • Stabilized the auto-import process, reducing the occurrence of errors and ensuring that attachments are consistently imported without interruptions.
      • Download process for pasting the images is stabilized, ensuring that images are consistently and accurately downloaded without any interruptions.
      • The dynamic translation feature is improved to provide more accurate and contextually appropriate translations for imported messages.
    Version 3.10.9 - March 2025
    Fixed: Internal build related artifact.
    Version 3.10.7 - February 2025
    • Fixed:
      • Issues with emoji in auto import.
      • Error handling in MS Teams Auto-Import functionality.
      • Picker Search is failing while searching for users.
      • Error when opening reassigned chat.
    Version 3.10.6 - November 2024
    • Fixed:
      • Chat title was empty in title with newlines.
      • Unable to start chat with unverified users.
      • Issues with Automatic Import.
      • Other fixes.
    Version 3.10.5 - August 2024
    Minor fixes.
    Version 3.10.3 - May 2024
    Minor fixes.
    Version 3.9.1 - February 2024
    Minor fixes.
    Version 3.9.0 - November 2023
    • Fixed:
      • Component accessibility related issues with the Microsoft Teams chat components.
      • Fixed issue related to auto import failing on final poll of messages.
      • Fixed issue related to Start Microsoft Teams Chat.
      • Other minor bug fixes.
    Version 3.8.4 - August 2023
    • Fixed:
      • Chats are not imported correctly from Microsoft Teams on the incident in Service Portal.
      • Importing messages from Microsoft Teams.
      • Importing the messages from Slack channel's tab in user profile.
    Version 3.8.2 - May 2023
    • New: Added search based on User ID when starting a Microsoft Teams chat on Agent Workspace.
    • Fixed:
      • Fixed issue with starting Microsoft Teams chat when trying to add any recommended user with empty email.
      • Other minor bug fixes.
    Version 3.8.0 - February 2023
    • New:
      • Implemented the auto import of chat messages from Zoom to ServiceNow.
      • Implemented the support for the re-assignment flows, which is when the assignee of the ticket is changed, the new user gets added to the Zoom Team chat automatically.
      • Support for nested replies in auto import for Zoom Team chat.
      • Handled the auto close/closure conditions of the ticket and importing the messages from Zoom for one last time.
    Version 3.7.3 - January 2023
    • New: Zoom Team Chat
    • Fixed: A minor issue in the True-up is fixed.
    Version 3.7.0 - November 2022
    Added support for Zoom Team Chat.
    Version 3.6.1 - August 2022
    • New:
      • Added framework support for:
        • Added ability to display Microsoft Teams chat history associated with a ticket on Employee Center.
        • Added ability for a third-party service provider to initiate a chat from ServiceNow with an employee in a different Microsoft Teams tenant.
    • Changed: Minor fixes.
    Version 3.5.1 - May 2022
    New: Added framework support for fetching user presence in Teams for Request Based Chat.
    Version 3.4.1 - February 2022
    • New: Added support to customize User Principal Name (UPN) field as defined in Microsoft Azure portal instead of using sys_user.email field for a user.
    • Fixes.
    Version 3.2.5 - November 2021
    Fixes
    Version 3.2.3 - September 2021
    • New:
      • Added support for Microsoft Teams changes
      • Request Based Chat
        • Request based chats can now be imported automatically, saving agents time on each ticket.
        • Added Start Chat action to Catalog tasks.
    • Fixes
    Version 3.1.7 - June 2021
    • New: Added support for Azure Multi-Tenant app. The users can use the Azure apps shipped by ServiceNow instead of creating their own apps for integration.
    • Minor fixes
    Version 3.0.4 - February 2021
    Added Slack and MS Teams notification and Chat Collaboration on Major Incidents and Incident Communication Plans.
    Version 2.0.10 - December 2020
    Minor fixes
    Version 2.0.5 - November 2020
    • New: Added support for Microsoft Teams for task-based collaboration
    • Changed: Renamed 'Collaboration Services for Task Management' as 'Collaboration Services'
    • Removed: Removed dependencies on Task Communications Management and Major Incident Management
    Version 1.0.3 - July 2019
    Fixed: Group contacts in an existing ICP record were not added to a Slack channel if ICT was added at a later point in time (PRB1343447)
    Version 1.0.2 - May 2019
    Initial release of Collaboration Services for Task Communications Management.