Import messages from Agent Workspace

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • As an agent, import a conversation with a user from Microsoft Teams. Append the conversation in the activity stream of the record in the Agent Workspace. Store all important messages related to a universal request in the ServiceNow instance.

    Vorbereitungen

    Role required: agent

    Prozedur

    1. Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.
    2. From the navigation list, select Universal Request > All.
    3. Open the universal request you want to work on.
    4. Select Import Messages.
      You receive a prompt to log in to Microsoft Teams if you are not logged in.
    5. Click Accept.
    6. On the form, fill in the fields.
      Tabelle : 1. Import messages from Microsoft Teams form
      Field Description
      Show conversations Option to show conversations. Choices are as follows:
      • 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 Conversation whose messages are imported for the record.
      Import messages as Option to import messages into the record. Choices are as follows:
      • Additional comments: The messages will be appended under Additional comments.
      • Work notes: The messages will be appended under Work notes.
    7. Select the messages, files, and images that you would like to import.
    8. Click Import messages.