Request based chat - Start and import chat from classic view

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Initiate a conversation with the requester to resolve the ticket.

    You must have the "write" role to use the Start Microsoft Teams chat and Import messages from Microsoft Teams features for an incident, request, change request and a catalog task. This role is available when you activate the ITSM roles plugin, or for all the instances starting the Madrid release.

    Table 1. Record and Role
    Record Role Plugin
    Incident sn_incident_write ITSM Roles - Incident Management (com.snc.itsm.roles.incident_management) plugin
    Change Request sn_change_write ITSM Roles — Change Management (com.snc.itsm.roles.change_management) plugin
    Request sn_request_write ITSM Roles — Request Management (com.snc.itsm.roles.request_management) plugin
    HR Case sn_hr_core.case_writer Human Resources Scoped App — Employee Relations [com.sn_hr_employee_relations] plugin