Collaboration Services release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read
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    Summary of Collaboration Services release notes

    The Collaboration Services application on the ServiceNow Store enables enhanced integration and management of collaboration tools like Microsoft Teams, Slack, and Zoom within IT Service Management workflows. It facilitates chat imports, notifications, and task-based collaboration, improving communication and operational efficiency.

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    Key Features and Updates

    • Microsoft Teams Integration: Continuous improvements including auto-import of chats, redirecting to the latest Teams client by default, granular admin roles for collaboration hooks, support for multi-tenant Azure apps, user presence fetching, and search enhancements.
    • Zoom Integration: Support for Zoom Team Chat with auto-import, reassignment flows, nested replies, and message import on ticket closure.
    • Slack Integration: Notifications and chat collaboration on major incidents and communication plans, with ongoing stability fixes.
    • Security Enhancements: Introduction of "deny-unless" authentication ACLs to restrict access to collaboration data strictly to authenticated users.
    • Auto-Import Reliability: Optimizations to reduce transaction load, improved error handling, retry mechanisms, and resolution of issues related to emojis, attachments, and token revocation.
    • User Experience Improvements: Fixes for chat title display, picker search, and chat initiation with unverified users; dynamic translation improvements for imported messages.
    • Customizability: Ability to customize User Principal Name (UPN) field for Microsoft Teams integration aligned with Azure portal settings.

    Practical Benefits for ServiceNow Customers

    • Streamlined collaboration by automatically linking chat conversations from Teams, Slack, and Zoom to relevant tickets and tasks.
    • Improved security controls ensuring only authorized users can access collaboration-related data.
    • Enhanced stability and resilience of chat imports and notifications minimize interruptions and data loss.
    • Support for multi-tenant and cross-organization collaboration scenarios broadens applicability.
    • Ongoing usability improvements reduce friction in starting chats and searching users, enhancing agent productivity.

    Expectations

    Customers can expect regular updates with bug fixes, new features, and security improvements that keep collaboration tightly integrated with ITSM processes. New installations will have Microsoft Teams auto-import disabled by default, with redirection always pointing to the new Teams client. The application will continue to evolve to support emerging collaboration needs and improve operational reliability.

    Version history for the IT Service Management Collaboration Services application 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 3.13.3 - June 2026
    • Fixed:
      • A user with a comma in the name will get "and" instead of the comma.
      • ACLs.
      • Filtering of MS Teams chats not working in SOW.
      • External is coming against some users while importing the team's chat.
      • Internal fixes.
    Version 3.13.0 - March 2026
    • Changed:
      • Removed Choose your preferred chat client option from start teams chat model, from this release the redirection will always go to new web/desktop client deeplink
      • Optimised auto-import to reduce the number of IHub transactions during Auto-Import flow.
    Version 3.12.2 - December 2025
    • Fixed:
      • Handling refresh token revocation failure is improved for better resilience during authentication changes.
      • IHub Exceptions in Auto Import now allow for graceful retries before exiting, enhancing import stability.
      • Fixed an error in the Teams Chat portal widget.
      • The "Start chat" action now redirects to the new desktop client by default.
      • A new granular admin role, sn_tcm_collab_hook.admin, has been introduced for collaboration hooks.
      • Insufficient privilege error affecting the Slack integration.
    Version 3.11.6 - August 2025
    • New:
      • Microsoft Teams Auto-import will be turned off by default for new installations.
      • When you start a Microsoft Teams chat, you will be automatically redirected to the new Teams client, which will be the default option.
    Version 3.11.1 - May 2025
    • New: The "deny-unless" authentication ACL that only authenticated users can access tables related to collaboration services. This significantly improves the security of the data and prevents unauthorized access.
    • Fixed:
      • Stabilized the auto-import process, reducing the occurrence of errors and ensuring that attachments are consistently imported without interruptions.
      • Download process for pasting the images is stabilized, ensuring that images are consistently and accurately downloaded without any interruptions.
      • The dynamic translation feature is improved to provide more accurate and contextually appropriate translations for imported messages.
    Version 3.10.9 - March 2025
    Fixed: Internal build related artifact.
    Version 3.10.7 - February 2025
    • Fixed:
      • Issues with emoji in auto import.
      • Error handling in MS Teams Auto-Import functionality.
      • Picker Search is failing while searching for users.
      • Error when opening reassigned chat.
    Version 3.10.6 - November 2024
    • Fixed:
      • Chat title was empty in title with newlines.
      • Unable to start chat with unverified users.
      • Issues with Automatic Import.
      • Other fixes.
    Version 3.10.5 - August 2024
    Minor fixes.
    Version 3.10.3 - May 2024
    Minor fixes.
    Version 3.9.1 - February 2024
    Minor fixes.
    Version 3.9.0 - November 2023
    • Fixed:
      • Component accessibility related issues with the Microsoft Teams chat components.
      • Fixed issue related to auto import failing on final poll of messages.
      • Fixed issue related to Start Microsoft Teams Chat.
      • Other minor bug fixes.
    Version 3.8.4 - August 2023
    • Fixed:
      • Chats are not imported correctly from Microsoft Teams on the incident in Service Portal.
      • Importing messages from Microsoft Teams.
      • Importing the messages from Slack channel's tab in user profile.
    Version 3.8.2 - May 2023
    • New: Added search based on User ID when starting a Microsoft Teams chat on Agent Workspace.
    • Fixed:
      • Fixed issue with starting Microsoft Teams chat when trying to add any recommended user with empty email.
      • Other minor bug fixes.
    Version 3.8.0 - February 2023
    • New:
      • Implemented the auto import of chat messages from Zoom to ServiceNow.
      • Implemented the support for the re-assignment flows, which is when the assignee of the ticket is changed, the new user gets added to the Zoom Team chat automatically.
      • Support for nested replies in auto import for Zoom Team chat.
      • Handled the auto close/closure conditions of the ticket and importing the messages from Zoom for one last time.
    Version 3.7.3 - January 2023
    • New: Zoom Team Chat
    • Fixed: A minor issue in the True-up is fixed.
    Version 3.7.0 - November 2022
    Added support for Zoom Team Chat.
    Version 3.6.1 - August 2022
    • New:
      • Added framework support for:
        • 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 3.5.1 - May 2022
    New: Added framework support for fetching user presence in Teams for Request Based Chat.
    Version 3.4.1 - February 2022
    • New: Added support to customize User Principal Name (UPN) field as defined in Microsoft Azure portal instead of using sys_user.email field for a user.
    • Fixes.
    Version 3.2.5 - November 2021
    Fixes
    Version 3.2.3 - September 2021
    • New:
      • Added support for Microsoft Teams changes
      • Request Based Chat
        • Request based chats can now be imported automatically, saving agents time on each ticket.
        • Added Start Chat action to Catalog tasks.
    • Fixes
    Version 3.1.7 - 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.
    • Minor fixes
    Version 3.0.4 - February 2021
    Added Slack and MS Teams notification and Chat Collaboration on Major Incidents and Incident Communication Plans.
    Version 2.0.10 - December 2020
    Minor fixes
    Version 2.0.5 - November 2020
    • New: Added support for Microsoft Teams for task-based collaboration
    • Changed: Renamed 'Collaboration Services for Task Management' as 'Collaboration Services'
    • Removed: Removed dependencies on Task Communications Management and Major Incident Management
    Version 1.0.3 - July 2019
    Fixed: Group contacts in an existing ICP record were not added to a Slack channel if ICT was added at a later point in time (PRB1343447)
    Version 1.0.2 - May 2019
    Initial release of Collaboration Services for Task Communications Management.