---
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


---

# Request-based chat: Chat from classic view

# Request based chat - Start and import chat from classic view {#ariaid-title1}

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

Initiate a conversation with the requester to resolve the ticket.

You must have the "write" role to use the Start Microsoft Teams chat and
Import messages from Microsoft Teams features for an incident, request,
change request and a catalog task. This role is available when you activate the ITSM roles
plugin, or for all the instances starting the Madrid release.
{#initiate-conversation-requester__table_psf_cdt_pnb__entry__3}

| Record | Role | Plugin |
|:-|:-|:-|
| Incident | sn_incident_write | ITSM Roles - Incident Management (com.snc.itsm.roles.incident_management) plugin |
| Change Request | sn_change_write | ITSM Roles --- Change Management (com.snc.itsm.roles.change_management) plugin |
| Request | sn_request_write | ITSM Roles --- Request Management (com.snc.itsm.roles.request_management) plugin |
| HR Case | sn_hr_core.case_writer | Human Resources Scoped App --- Employee Relations \[com.sn_hr_employee_relations\] plugin |
[Table 1. Record and Role]

{#initiate-conversation-requester__table_psf_cdt_pnb}
* **[Request-based chat - Start and import chat from field decorator](https://www.servicenow.com/docs/PbwXNC0c3JeEhlNv9RKRxw)**   
  Interact with a requester in Microsoft Teams from the chat icon from the workspace to quickly resolve the ticket.
* **[Request-based chat - Start and import chat from Start Microsoft Teams chat action](https://www.servicenow.com/docs/5Ss~xZmbucnIiTSiGLF~og)**   
  Interact with a requester in Microsoft Teams for an issue related to an incident, request item, change request, and HR case records to quickly resolve the ticket.
* **[Import messages from a ticket manually](https://www.servicenow.com/docs/ZtTBu7eXzPeULeZT9jxvfw)**   
  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.