Import a Microsoft Teams chat as a guest user
Import your Microsoft Teams chat with an external organization user as a guest user.
Antes de Iniciar
Role required: agent
Por Que e Quando Desempenhar Esta Tarefa
This procedure is accomplished through the classic ServiceNow® user interface. For information about the same procedure accomplished through the workspace, see Import messages from Agent Workspace.
When a guest imports a chat, attachments are not uploaded to the record. Attachments appear as a link to the file on the Microsoft OneDrive application.
Procedimento
- Launch Microsoft Teams.
- Navigate to .
- Open the ticket that you want to work on in your ServiceNow instance.
- Select Import messages from Microsoft Teams.
-
On the Import messages from Microsoft Teams form, select the
Show conversations list and determine the
conversations to display.
- To list all the conversations created for the record, select Started from this record.
- To list all conversations related to the logged-in agent, select Started from this record.
- Select the Select a conversation list and choose the messages, files, and the images you want to import.
-
On the Import messages from Microsoft Teams form, select the
Import messages as list and choose the location to
append the imported messages.
- To append the imported messages in the Additional comments field and allow customers to view messages, select Additional comments.
- To append the imported messages in the Work notes field and keep the messages internal, select Work notes.
- Select Import.