Collaboration Services release notes

  • Release version: Store
  • Updated July 9, 2026
  • 4 minutes to read

    • 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 3.14.0 - July 2026 (Australia+)
    • Fixed:
      • The evaluation logic for Query Range ACLs has been updated.
      • Accessibility related issues.
    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.