IT Service Management integration with Microsoft Teams release notes

  • Release version: Store
  • Updated June 11, 2026
  • 2 minutes to read
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    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 engagement and streamline service requests directly within Microsoft Teams. It extends the Now Virtual Agent capabilities, supports chat and call functionalities from Agent Workspace, and integrates with Microsoft 365 and Outlook for seamless access to Employee Center and actionable messages.

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    Key Features

    • Chat and Call Integration: Agents can initiate Microsoft Teams chats and calls directly from ServiceNow’s Agent Workspace, improving issue resolution efficiency.
    • Cross-Tenant Communication: Third-party service providers can initiate chats with employees across different Microsoft Teams tenants.
    • Microsoft 365 and Outlook Integration: Employees can access Employee Center and complete ServiceNow surveys and approvals without leaving Outlook, using the installed Outlook Actionable Messages plugin.
    • Activity Feed Notifications: Framework support for sending Teams Activity Feed notifications enhances visibility of service updates and content publishing.
    • Link Unfurling and Localization: Teams users see previews of ServiceNow links during chat conversations, with in-app localization support for wider accessibility.
    • Azure Multi-Tenant App Support: Customers can use ServiceNow-shipped Azure apps for integration instead of creating their own, simplifying setup.
    • App Renaming: From version 2.4.0, the app was renamed to "Microsoft Integrations - Core" without affecting functionality.

    Key Outcomes

    • Employees experience streamlined access to IT services and approvals within their existing Microsoft collaboration tools, reducing context switching.
    • Service agents benefit from integrated communication tools, enabling faster and more efficient resolution of tickets.
    • Administrators can extend integrations easily across Microsoft 365 environments, increasing organizational reach and adoption.
    • Improved notification reliability and actionable message handling enhance user engagement and responsiveness.
    • Continuous updates ensure compatibility with dependent apps and Microsoft platform enhancements, maintaining a robust integration experience.

    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.