---
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


---

# Chat from field decorator

# Request-based chat - Start and import chat from field decorator {#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

Interact with a requester in Microsoft Teams for an issue related to
an incident, request item, change request, and a catalog task ticket to quickly resolve the
ticket.

## Antes de Iniciar

Role required: user with access to the respective records

## Procedimento

1. Navigate to an open ticket (an incident, a change request, a request item, an HR case, or a catalog task) in your ServiceNow instance.
2. Point to ![Field decorator]() next to the Opened for field.  
   The chat is initiated with the user in Microsoft Teams.


   When
   you start typing the names of the participants, the system displays their
   current status in Microsoft Teams. The status is also displayed against
   their name in the Participants field.
3. On the form, fill in the fields.  
   {#initiate-chat-record-field-decorator-workspace__table_v3t_f1b_sqb__entry__2}

   | Field | Description |
   |:-|:-|
   | Participants | Option to add the users and the stakeholders to work towards the resolution of the ticket. |
   | Groups | Option to add the groups required to work towards the resolution of the ticket. |
   | Recommended | System displays the list of users associated with the ticket. Select the user to include in the chat conversation. |
   | Chat title | The chat title specified shows up as the title of the chat in Microsoft Teams. The default title is the ticket number appended with the short description. You can modify the chat title. |
   | Create an opening message | Option to provide an opening message to the user before beginning the interaction. |
   | Choose your preferred chat client | Option to choose the default chat client. * Desktop Application -- Open the chat interaction in Microsoft Teams desktop application. * Web Client -- Opens the chat interaction in Microsoft Teams web client. {#initiate-chat-record-field-decorator-workspace__ul_nyr_k1b_sqb} The system remembers the selected option and will open the chats in the preferred chat client for all the further chat interactions. |
   [Tabela 1. Start chat]

   {#initiate-chat-record-field-decorator-workspace__table_v3t_f1b_sqb}
4. Click Start Chat.  
   The Microsoft Teams app displays the chat title and the opening message
   provided by the agent.

   The system captures the work notes about the chat details.