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

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Import messages from a ticket manually

# Import messages from a ticket manually {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

You can import the conversation with a user from Microsoft Teams and
append them in the Comments to store all the important messages in
the ServiceNow instance.

## Antes de Iniciar

Role required: user

## Por Que e Quando Desempenhar Esta Tarefa

Importing messages helps agents to view the history of the ticket, allow the
requester to see all discussions about their ticket in one place. This helps to
capture the information required for post-ticket review and continuous improvement
processes.

## Procedimento

1. Navigate to an open ticket (Incident, change request, request item, HR case or a catalog task) in your ServiceNow instance.
2. Click Import messages from Microsoft Teams.
3. On the Import messages from Microsoft Teams form, fill in the fields:  
   {#import-messages__table_tjg_yp5_knb__entry__2}

   | Field | Description |
   |:-|:-|
   | Show conversations | Choose from: * Started from this record: Lists all the communication tasks created for the record. * List all conversations: Lists all conversations by the logged in agent. {#import-messages__ul_hfx_1q5_knb} |
   | Select a conversation | Choose a conversation to import the messages for the record. |
   | Import messages as | * Additional comments: The messages will be appended under Additional comments. * Work notes: The messages will be appended under Work notes. {#import-messages__ul_frm_cq5_knb} |
   [Tabela 1. Import messages from Microsoft Teams table]

   {#import-messages__table_tjg_yp5_knb}
4. Select the messages, files, and the images you would like to import and click Import messages.  
   If you try to import the messages manually for a ticket that will
   automatically import the messages, the system displays a message that the
   chat is being imported using auto-import.