Configure Request-based chats to import messages from Microsoft Teams to ServiceNow
Summarize
Summary of Configure Request-based chats to import messages from Microsoft Teams to ServiceNow
This functionality enables automatic import of chat conversations between agents and employees from Microsoft Teams into ServiceNow. It supports integrations for IT Service Management and HR Service Delivery applications, allowing seamless message synchronization to improve communication tracking within ServiceNow.
Show less
The auto-import feature is enabled by default for key tables such as HR Core task, HR Life events Case, HR Core case, Request Item, Task, Incident, Request, and Change request. Administrators can extend this feature to additional tables as needed.
Key Features
- Auto-import Interval: Chat messages are imported every 30 minutes by default. If no new messages are detected, the polling interval increases progressively (1 hour, 2 hours, 4 hours, 8 hours) until it stops after 7 days of inactivity.
- Polling Control: The system stops polling inactive conversations to optimize performance.
- System Limits: Up to 500 active chats can be imported per 30-minute interval, and a maximum of 10,000 sub-flows can execute for message imports across all intervals.
- Manual Enablement for Upgrades: For instances upgrading to version 2.2.0 of the IT Service Management or HR Service Delivery integrations, the auto-import must be manually enabled.
- Closure Handling: When a ticket is closed, a final import occurs to capture any remaining messages in the Work notes (Chat history). Associated interaction records and chat records are also closed accordingly.
- Extension Capabilities: Administrators can create chat configurations and requester mappings to extend auto-import functionality to additional tables beyond the default set.
- Exclusion Configuration: Conditions can be configured to exclude specific chat conversations from auto-importing if desired.
Practical Implications for ServiceNow Customers
By leveraging this feature, ServiceNow customers can ensure comprehensive capture of communication between agents and requesters within their ServiceNow environment, supporting better case management and audit trails. Understanding system limits helps in planning for high-volume chat environments, while extension options provide flexibility to tailor auto-import behavior to unique business needs.
For customers upgrading integrations, manual activation of auto-import is necessary to continue benefiting from this automation. Additionally, configuring close conditions allows fine control over which conversations are imported, preventing unnecessary data ingestion.
Configure request-based chats for IT Service Management integration with Microsoft Teams and HR Service Delivery integration with Microsoft Teams applications enable the system to auto import the chat conversations between the agents and the employees.
- HR Core task (sn_hr_core_task)
- HR Life events Case (sn_hr_le_case)
- HR Core case (sn_hr_core_case)
- Request Item (sc_req_item)
- Task (sc_task)
- Incident (incident)
- Request (sc_request)
- Change request (change_request)
The admin can extend the auto import feature to the other tables as required. For more information see, Create requester mapping.
If you are upgrading your ServiceNow instance to IT Service Management integration with Microsoft Teams 2.2.0 or HR Service Delivery integration with Microsoft Teams 2.2.0, you must manually enable the auto import feature.
Functionality of auto importing messages
All the chat messages from Microsoft Teams will be auto imported to the ServiceNow instance at an interval of 30 minutes. The system looks for all the new messages across all the chats and import the messages to ServiceNow instance.
To prevent polling from running indefinitely on inactive conversations, if there are no new messages, the polling interval will gradually lengthen until, eventually, polling stops.
The system verifies the record for new messages for every 30 minutes. If there are no new messages, the system checks for the new messages for an interval of one hour, two hour, four hour and eight hours. If there are no new messages in an interval of eight hours for seven days, the Auto Import polling activity is disabled.
If there is any message during any of the intervals, the auto import timer will look for the new messages in the next interval, and import the messages. The timer is then reset to 30-minutes interval.
System Limits
The system imports a maximum of 500 active chats in a 30-minute interval. If there are more than active 500 chats the system will not auto-import the new chat records for the 30-minute interval.
The system executes a maximum of 10,000 sub-flows to import the chats for an interval of 30 minutes, 1 hour, 2 hour, 4-hour, 8-hour intervals. This is a count of all the active subflows that auto-import the messages into ServiceNow.
If the system reaches the limit, a message is displayed to the agent that the system level is reached and the chat can’t be auto imported on the Start Microsoft Teams Chat modal.
When the ticket is closed, the system will trigger auto import for one last time posts the new messages in the Work notes (Chat history).
If there is an interaction record associated with the parent record then interaction record is also closed. The chat record will also be closed as part of this flow.
If you want to continue using the default configuration, you can skip the following procedures to extend the auto-import functionality. However, if you want to extend the auto-import functionality to other tables, perform the steps mentioned in the topics below.