---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Universal Request integration with Microsoft Teams

# Universal Request integration with Microsoft Teams {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

The ServiceNow®
Universal Request integration with Microsoft Teams application extends the ServiceNow integration with Microsoft Teams. You can enable
employees to more effectively request and receive service from within Microsoft Teams by using this application.  
The Universal Request integration with Microsoft Teams includes the following capabilities:

* Agents and Employees can collaborate and discuss a universal request through Microsoft Teams.
* Agents can save the conversations in the activity stream of the related universal request as Additional comments or Worknotes.
* Employees can create universal requests through Microsoft Teams.
* Employees can track, update, or cancel their universal requests through Microsoft Teams.
{#sn-ms-teams-ur__ul_xvr_v2p_qqb}

The Universal Request integration with Microsoft Teams is available with the Universal Request Pro
application.

For Universal Request integration with Microsoft Teams in ServiceNow instance, see [Integrating ServiceNow with Microsoft Teams and Microsoft 365](https://www.servicenow.com/docs/HePmJowzWRcdYaE5k7OtdA "Set up your ServiceNow instance to integrate Microsoft Teams or Microsoft 365 applications.").

To configure Universal Request integration with Microsoft Teams in ServiceNow instance, see [Configure Universal Request integration with Microsoft Teams](https://www.servicenow.com/docs/RRl4jygApTmN9znx~DTDnw "Complete the following procedures to configure the Universal Request integration with Microsoft Teams.").

To manage Universal Request integration with Microsoft Teams in ServiceNow instance, see [Customize UI actions for Universal Request integration with Microsoft Teams](https://www.servicenow.com/docs/qFmkdb~nBAmKobsqBLvdRQ "Customize the UI actions and extend them to the tables that you require. The UniversalRequestMSTeamsUtils script include controls the visibility of the UI actions.").

To use Universal Request integration with Microsoft Teams in ServiceNow instance, see [Use Microsoft Teams for Universal Request](https://www.servicenow.com/docs/x8HbD7vQjoFN5pYLniJR4Q "Agents and employees can collaborate using the Microsoft Teams application to resolve universal requests effectively. Employees can create and modify universal requests using Microsoft Teams.").
**Related concepts**   

* [IT Service Management integration with Microsoft Teams and Microsoft 365](https://www.servicenow.com/docs/JaqfPtHPEdMnh7g0NfDH2A "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.")
* [HR Service Delivery integration with Microsoft Teams and Microsoft 365](https://www.servicenow.com/docs/goLz1qOcW2G4tSJrp~0W9g "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.")