Import messages from a ticket manually

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.

Before you begin

Role required: user

About this task

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.

Procedure

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:

   Table 1. Import messages from Microsoft Teams table

   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.
   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.

   
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.