---
sourceDocument: Zurich Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/employee-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Create custom email field to initiate Microsoft Teams chat

# Create custom email field to initiate Microsoft Teams chat {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Create a custom email field to use Microsoft Teams app to initiate
chat conversation for the agents to resolve the IT and HR related issues of the
users.

## Before you begin

Role required: admin

## Procedure

1. Navigate to AllSystem SecurityUsers and GroupsUsers.
2. Click a user.
3. Right-click on the form header and select ConfigureForm Layout.
4. In the Create new field section, fill in the fields.  
   {#create-upn-field-it__table_cx1_dmv_gsb__entry__2}

   | Field | Description |
   |:-|:-|
   | Name | Enter the name of the field as you want it to appear on forms and lists. Example: User Principal Name. |
   | Type | Select a field type as String. |
   | Field length | Select a field length. This field is visible only for certain field types. |
   [Table 1. Create new field]

   {#create-upn-field-it__table_cx1_dmv_gsb}
5. Click Add.  
6. In the Selected slush bucket column, move the field in the desired location on the form.
7. Click Save.  
   The field now appears on the form in the designated location.

   The admin must enter the email used for Microsoft Teams in
   this field.

   You need to configure the newly created field value as the default field for
   initiating chats with the employee in Microsoft Teams.
8. Right-click on the field and click Show \<value of the field name\>.  

   The dictionary info of the field name can be viewed.

9. Right click the Field and copy the value.
10. In the search field, enter <kbd class="ph userinput">sys_properties.LIST</kbd> to view the system properties.  
11. In the Name column, search for <kbd class="ph userinput">*user_email</kbd> property.
12. Click the entry.  

    If the record is not editable, click Edit on
    the header to edit the record.
13. Update the Value field with the new field name that is created.  
    The default value is email.

14. Click Update.  
    Note:  
    Ensure that the email address for all the users for the newly created field is updated with the email associated with Microsoft Teams app.

*[\>]: and then