IT Service Management integration with Microsoft Teams release notes

  • Release version: Store
  • Updated June 11, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of IT Service Management integration with Microsoft Teams release notes

    The IT Service Management integration with Microsoft Teams enables ServiceNow customers to enhance employee service experiences by embedding ServiceNow capabilities directly within Microsoft Teams and other Microsoft 365 applications like Outlook. This integration allows employees to request services, receive notifications, interact with virtual agents, and collaborate through chats and calls within familiar Microsoft environments.

    Show full answer Show less

    Key Features

    • Embedded ServiceNow Access: Employees can access Employee Center and complete surveys or approvals without leaving Microsoft Teams or Outlook, improving productivity and response times.
    • Microsoft Teams Chat Integration: Agents can initiate chats and calls with employees directly from ServiceNow, including support for multi-tenant environments and chat history display linked to tickets.
    • Activity Feed Notifications: The integration supports sending notifications to Microsoft Teams Activity Feeds, enabling timely updates and alerts.
    • Link Unfurling: Microsoft Teams users see previews of specific ServiceNow links during conversations, enhancing context and collaboration.
    • Multi-Tenant and Localization Support: Supports Azure multi-tenant apps and in-app localization, allowing organizations to customize deployments for global users.
    • Actionable Messages: Enables employees to respond to ServiceNow actionable notifications (such as approvals) directly within Microsoft Teams and Outlook.

    Version Highlights and Updates

    • Recent updates (2025-2026) focus on maintaining compatibility with the latest dependent applications.
    • August 2023 update introduced Outlook and Microsoft 365 integration, extending ServiceNow access beyond Teams.
    • Earlier releases added core capabilities such as starting Teams calls from Agent Workspace, supporting virtual agents within Teams, and improving notification frameworks.
    • Bug fixes improved notification delivery, language support, and integration stability throughout multiple releases.

    Practical Benefits for ServiceNow Customers

    By leveraging this integration, customers can streamline service requests and approvals, increase employee engagement through seamless communication channels, and reduce context switching between ServiceNow and Microsoft applications. The integration supports enterprise needs for multi-tenant environments, localization, and scalability, ensuring consistent and efficient IT service delivery.

    For system requirements and compatibility details, customers should consult the application listing on the ServiceNow Store to ensure optimal deployment.

    Version history for the IT Service Management integration with Microsoft Teams 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 2.12.3 - June 2026
    Updated to support the latest version of the dependent apps.
    Version 2.12.2 - March 2026
    Updated to support the latest version of the dependent apps.
    Version 2.11.1 - December 2025
    Updated to support the latest version of the dependent apps.
    Version 2.7.14 - February 2025
    Updated to support latest version of dependent apps.
    Version 2.6.7 - August 2023

    Updated to enable employees to access Employee Center from Outlook and Microsoft 365.Admins can easily extend the Microsoft Teams app to Outlook and Microsoft 365.Installing this plugin will also install the Outlook Actionable Messages plugin that will enable employees to complete ServiceNow surveys and approvals without leaving Outlook.

    Version 2.6.4 - May 2023

    Fixed: Minor fixes.

    Version 2.6.3 - February 2023

    Fixed: Minor fixes.

    Version 2.6.1 - November 2022

    Fixed: Minor fixes.

    Version 2.6.0 - August 2022
    • New:
      • 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 2.5.0 - May 2022
    • New:
      • Added framework support for Sending Activity feed for Notifications. This will be used for the Content Publishing and Content Experiences to be able to send Teams Activity Feed notifications.
      • Added framework support for fetching user presence in Teams for Request Based Chat.
      • Renamed Tab SSO app to SSO and Activity Notification
    • Changed: Renamed Tab SSO app to SSO and Activity Notification
    Version 2.4.0 - February 2022
    • New:
      • Added support for
        • Link Unfurling - Microsoft Teams users can see the preview for certain ServiceNow links(adaptive card) during the chat conversation with agents.
        • Added in-app localization support.
        • Added support for embedding specific VA BOTs in the ServiceNow for Teams App, so that multiple ServiceNow instances can connect to one Tenant. Available with the San Diego release only.
    • Changed: App was renamed from 'ServiceNow for Teams' to 'Microsoft Integrations - Core'. No functional impact to customers.
    • Fixes.
    Version 2.2.1 - November 2021
    Fixes for stabilisation
    Version 2.1.0 - 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.
    Version 2.0.2 - February 2021
    • New:
      • For calls that require higher-touch resolution, an agent can start a Microsoft Teams Call from a chat directly from Agent Workspace.
      • The platform requires: Notify Connector for Microsoft Teams (Store App) Agent Chat (Plugin)
    • Fixes.
    Version 1.0.10 - December 2020
    • Fixed:
      • Intermittent actionable approval notifications are not delivered.
      • Employee with language set in user profile doesn’t receive actionable notifications.
      • When NOW Actions is installed along with ServiceNow for Teams application, the responses to the actionable notification are not captured.
      • When the On-Call scheduling plugin is not installed, Start Microsoft Teams Chat doesn’t respond.
      • When ITSM roles plugin is not installed, agents are unable to import message.
    Version 1.0.9 - November 2020
    The ServiceNow IT Service Management integration with Microsoft Teams extends the Now Virtual Agent integration with Microsoft Teams to enable employees to more effectively request and receive service from within Microsoft Teams.