ServiceNow integrations with Microsoft Teams in Service Operations Workspace

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • You can create a connected experience for users in Service Operations Workspace through ServiceNow integrations with Microsoft Teams.

    Collaboration using Microsoft Teams is available for the following task records in Service Operations Workspace.
    • Incident
    • Problem
    • Change
    • Request
    • Interaction
    From the Collaborate panel of the task record, you can perform any of the following actions:
    • View the history of chat conversations related to the record.
    • Initiate a chat conversation from the record.
    • Import messages from an existing chat conversation to the record.

    An agent can view the user presence before contacting the user. For information about the refresh duration for user presence in Service Operations Workspace, see Specify the refresh duration for user presence in Service Operations Workspace.

    Figure 1. Collaborate panel from the sidebar
    Collaborate panel from the sidebar
    Note:
    You can select from the list of participant recommendations. The participants (users) recommendations are retrieved from the fields of the specific tables such as incident using ITSMParticipantSuggestionsExtPoint script includes.

    For more information about Service Operations Workspace through ServiceNow integrations with Microsoft Teams, see ServiceNow for Microsoft Teams.