HR Service Delivery integration with Microsoft Teams and Microsoft 365

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of HR Service Delivery integration with Microsoft Teams and Microsoft 365

    The HR Service Delivery integration with Microsoft Teams enhances the Now Virtual Agent integration, allowing employees to request and receive HR services directly within Microsoft Teams. This integration streamlines communication and service delivery by embedding actionable notifications and chat capabilities into the Teams environment.

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    Key Features

    • Actionable Notifications: Employees receive notifications for ticket approvals and comments in Microsoft Teams, enabling them to take actions directly from the notification.
    • Ticket Comment Responses: Employees can respond to ticket comments within Teams. This is controlled through the respondtocommentnotificationinclusionlistforhr property, which specifies HR case tables eligible for these notifications.
    • Agent-Initiated Chats: HR agents can start Microsoft Teams chats with employees from HR cases and import chat transcripts as comments back into the tickets. Recommended chat participants are defined by system properties listing relevant HR case and task fields.
    • System Properties for Configuration: Several system properties control which HR case tables support chat and notifications, excluding highly sensitive cases (e.g., Employee Relations, Investigations, Ethics) to maintain confidentiality.

    Licensing and Requirements

    • Actionable Notifications require HR Pro license or above.
    • Chat capabilities require HR Pro or above.
    • Employee Center requires HR Standard or above.

    Note that approvals and e-Signature approvals for HR cases are not currently supported within this integration.

    Implementation and Management

    • Install the HR Service Delivery integration with Microsoft Teams application in your ServiceNow instance.
    • Set up and configure Microsoft Teams integration according to ServiceNow guidelines.
    • Customize and manage integration settings via designated configuration options and system properties.
    • Utilize integrated capabilities for ITSM and HRSD workflows within Microsoft Teams.

    Related Integrations

    • IT Service Management integration with Microsoft Teams and Microsoft 365
    • Universal Request integration with Microsoft Teams

    HR Service Delivery 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.

    The HR Service Delivery integration with Microsoft Teams application extends the Now Virtual Agent integration and includes the following additional capabilities:

    • Actionable notifications – for approval and comments on tickets. Users can take action on the notifications from within Microsoft Teams.

      Ticket comments: Employees are able to respond to notifications on the tickets from within Microsoft Teams.

      This respond_to_comment_notification_inclusion_list_for_hr property specifies the HR tables for which the Respond to Comments notification triggers. <HR services>
      • sn_hr_core_case_total_rewards
      • sn_hr_core_case_global_mobility
      • sn_hr_core_case_operations
      • sn_hr_core_case_performance
      • sn_hr_core_case_benefits
      • sn_hr_core_case_workforce_admin
      • sn_hr_core_case_talent_management
      • sn_hr_core_case_corporate_communication
      • sn_hr_core_case_payroll,
      • sn_hr_core_case_compensation.
    • Provides agents the ability to initiate a Microsoft Teams chat with an employee from an HR case and then to copy the chat transcript back to the ticket as a comment.
      • sn_now_teams_hr.chat_sn_hr_core_case_fields

        This system property contains the list of HR Case table fields that will be shown as recommended participants for "Start Chat" feature. By default, the recommended participants contain the participants comprising of "opened_for", "subject_person", "collaborators" fields.

      • sn_now_teams_hr.chat_sn_hr_core_task_fields

        This system property contains the list of HR Task table fields that will be shown as recommended participants for "Start Chat" feature. By default, the recommended participants contain the participant defined in "assigned_to" field.

      • sn_now_teams_hr.hr_case_allow_list_for_teams_chat_actions

        This system property contains the list of HR Case tables for which "Start Chat" and "Import Messages" UI Action. By default, this list does not include highly sensitive HR Cases such as "Employee Relations", "Investigation", and "Ethics" cases.

      • sn_now_teams_hr.respond_to_comment_notification_inclusion_list_for_hr

        This system property contains the list of HR Case tables for which "Respond to Comment" actionable notifications will be sent. By default, this list does not include highly sensitive HR Cases such as "Employee Relations", "Investigation", and "Ethics" cases.

    Note:
    Approvals for HR cases and Approvals with e-Signature are not yet supported for HR Service Delivery with Microsoft Teams.
    Table 1. Feature mapping
    Feature License Requirements
    Actionable Notifications HR Pro or above
    Chat - Agent to Employee/Agent to Agent HR Pro or above
    Employee Center HR Standard or above
    You must perform the following activities to integrate HR Service Delivery with Microsoft Teams in ServiceNow instance:
    1. Install HR Service Delivery integration with Microsoft Teams application
    2. Setting up the ServiceNow instance for Microsoft Teams integration

    To configure HR Service Delivery integration with Microsoft Teams in ServiceNow instance, see Configure HR Service Delivery integration with Microsoft Teams.

    To manage HR Service Delivery integration with Microsoft Teams in ServiceNow instance, see Customize HR Service Delivery integration with Microsoft Teams.

    To use HR Service Delivery integration with Microsoft Teams in ServiceNow instance, see Use ITSM and HRSD integrations with Microsoft Teams.