Interact with a requester in Microsoft Teams for an issue related to
an incident, request item, change request, and a catalog task ticket to quickly resolve the
ticket.
Vorbereitungen
Role required: user with access to the respective records
Prozedur
-
Navigate to an open ticket (an incident, a change request, a request item, an
HR case, or a catalog task) in your ServiceNow
instance.
-
Point to
next to the Opened for field.
The chat is initiated with the user in
Microsoft
Teams.
When
you start typing the names of the participants, the system displays their
current status in Microsoft Teams. The status is also displayed against
their name in the Participants field.
-
On the form, fill in the fields.
Tabelle : 1. Start chat
| Field |
Description |
| Participants |
Option to add the users and the stakeholders to work
towards the resolution of the ticket. |
| Groups |
Option to add the groups required to work towards the
resolution of the ticket. |
| Recommended |
System displays the list of users associated with the
ticket. Select the user to include in the chat
conversation. |
| Chat title |
The chat title specified shows up as the title of the
chat in Microsoft Teams. The default title is the ticket
number appended with the short description. You can
modify the chat title. |
| Create an opening message |
Option to provide an opening message to the user before
beginning the interaction. |
| Choose your preferred chat client |
Option to choose the default chat client.
- Desktop Application – Open the chat interaction in
Microsoft Teams desktop application.
- Web Client – Opens the chat interaction in Microsoft
Teams web client.
The system remembers the selected option and will open
the chats in the preferred chat client for all the further
chat interactions. |
-
Click Start Chat.
The Microsoft Teams app displays the chat title and the opening message
provided by the agent.
The system captures the work notes about the chat details.
