Request-based chat - Start and import chat from Start Microsoft Teams chat action

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 2 Minuten Lesedauer

    • 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.

    Vorbereitungen

    Role required: user with access to the respective records

    Prozedur

    1. Navigate to an open ticket (Incident, change request, request item, HR case or a catalog task) in your ServiceNow instance.
    2. Click Start Microsoft Teams Chat.
    3. Within the dialog box that appears, select the participants for the chat.
      Start chat modal with user presence status

      The dialog box displays the Recommended and Selected participants along with their current presence status in Microsoft Teams.

      All users from the assigned group for the ticket are in the recommended section by default. The user who initiates the chat is added to the selected list of participants.

    4. On the form, fill the fields.
      Tabelle : 1. Start chat modal fields
      Field Description
      Add Participants

      Option to add the users and the stakeholders to work towards the resolution of the ticket.

      • Users: Enter the name of the user to include in the chat.
      • Group: Enter the group of users to be included in the chat.

        If the On-Call Scheduling (com.snc.on_call_rotation) plugin is activated, the On-Call Scheduling users will be added when you select a group. On-Call Scheduling (com.snc.on_call_rotation) plugin isn't activated, it adds all users from the selected group.

      • Email: Enter a valid email of the participant to be included in the chat.
      After adding the required stakeholders, click Add to selected.
      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.
    5. Click Start Chat.

      The Microsoft Teams app displays the chat title and the opening message provided by the agent.

      Chat conversation

      The system will capture the work notes about the chat details.

      Chat work notes

      If the agent initiates the chat from the record with the same user, the Start Microsoft Teams Chat appears as shown.

      Continue chat

      The system displays Continue Chat button to resume the conversation. However, if any other user is added, the chat modal displays the Chat title and the Create an opening message fields.

      A Microsoft Teams chat interaction will be automatically created and you can access the chat details from the Activities log.
      1. In the Activities log of the record, look for the comment that has the link to access the chat interaction.
      2. Click on the link.

        The chat transcript is stored in the Activities section.

        Chat details in Activities section

      Tabelle : 2. Chat activities table
      Field Description
      Users Users associated with the chat
      Document Source record number
      Initiated by Agent who has initiated the chat interaction.
      Auto Import Status of the auto-import messages. If the option is not selected, the messages pertaining to the record will not be auto-imported.
      Topic Chat title
      Activities Chat transcript