HR Service Delivery integration with Microsoft Teams and Microsoft 365

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of HR Service Delivery Integration with Microsoft Teams and Microsoft 365

    The HR Service Delivery integration with Microsoft Teams enhances the Now Virtual Agent, allowing employees to request and manage HR services directly within Microsoft Teams. This integration streamlines communication and service requests, making HR processes more efficient.

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    Key Features

    • Actionable Notifications: Employees can approve and comment on tickets without leaving Microsoft Teams.
    • Respond to Comments: Employees receive notifications for ticket comments and can respond directly within Teams.
    • Chat Functionality: HR agents can initiate chats with employees from HR cases, and chat transcripts can be added back to the ticket.
    • Recommended Participants: The integration suggests participants for chats based on HR case and task fields, enhancing collaboration.
    • Case Table Restrictions: Certain sensitive HR cases are excluded from chat actions and notifications to maintain confidentiality.

    Key Outcomes

    By integrating HR Service Delivery with Microsoft Teams, organizations can expect improved employee engagement and faster resolution of HR inquiries. The integration enables employees to handle HR tasks seamlessly while ensuring that sensitive information is protected. However, note that approvals for HR cases with e-Signature are not currently supported.

    Next Steps

    To implement this integration, you will need to:

    • Install the HR Service Delivery integration application for Microsoft Teams.
    • Configure your ServiceNow instance to support the integration.
    • Manage and customize the integration as needed.

    For detailed instructions, refer to the relevant configuration and management guides within your ServiceNow instance.

    HR Service Delivery integration with Microsoft Teams extends the Now Virtual Agent integration with Microsoft Teams to enable employees to more effectively request and receive service from within Microsoft Teams.

    The HR Service Delivery integration with Microsoft Teams application extends the Now Virtual Agent integration and includes the following additional capabilities:

    • Actionable notifications – for approval and comments on tickets. Users can take action on the notifications from within Microsoft Teams.

      Ticket comments: Employees are able to respond to notifications on the tickets from within Microsoft Teams.

      This respond_to_comment_notification_inclusion_list_for_hr property specifies the HR tables for which the Respond to Comments notification triggers. <HR services>
      • sn_hr_core_case_total_rewards
      • sn_hr_core_case_global_mobility
      • sn_hr_core_case_operations
      • sn_hr_core_case_performance
      • sn_hr_core_case_benefits
      • sn_hr_core_case_workforce_admin
      • sn_hr_core_case_talent_management
      • sn_hr_core_case_corporate_communication
      • sn_hr_core_case_payroll,
      • sn_hr_core_case_compensation.
    • Provides agents the ability to initiate a Microsoft Teams chat with an employee from an HR case and then to copy the chat transcript back to the ticket as a comment.
      • sn_now_teams_hr.chat_sn_hr_core_case_fields

        This system property contains the list of HR Case table fields that will be shown as recommended participants for "Start Chat" feature. By default, the recommended participants contain the participants comprising of "opened_for", "subject_person", "collaborators" fields.

      • sn_now_teams_hr.chat_sn_hr_core_task_fields

        This system property contains the list of HR Task table fields that will be shown as recommended participants for "Start Chat" feature. By default, the recommended participants contain the participant defined in "assigned_to" field.

      • sn_now_teams_hr.hr_case_allow_list_for_teams_chat_actions

        This system property contains the list of HR Case tables for which "Start Chat" and "Import Messages" UI Action. By default, this list does not include highly sensitive HR Cases such as "Employee Relations", "Investigation", and "Ethics" cases.

      • sn_now_teams_hr.respond_to_comment_notification_inclusion_list_for_hr

        This system property contains the list of HR Case tables for which "Respond to Comment" actionable notifications will be sent. By default, this list does not include highly sensitive HR Cases such as "Employee Relations", "Investigation", and "Ethics" cases.

    Note:
    Approvals for HR cases and Approvals with e-Signature are not yet supported for HR Service Delivery with Microsoft Teams.
    Table 1. Feature mapping
    Feature License Requirements
    Actionable Notifications HR Pro or above
    Chat - Agent to Employee/Agent to Agent HR Pro or above
    Employee Center HR Standard or above
    You must perform the following activities to integrate HR Service Delivery with Microsoft Teams in ServiceNow instance:
    1. Install HR Service Delivery integration with Microsoft Teams application
    2. Setting up the ServiceNow instance for Microsoft Teams integration

    To configure HR Service Delivery integration with Microsoft Teams in ServiceNow instance, see Configure HR Service Delivery integration with Microsoft Teams.

    To manage HR Service Delivery integration with Microsoft Teams in ServiceNow instance, see Customize HR Service Delivery integration with Microsoft Teams.

    To use HR Service Delivery integration with Microsoft Teams in ServiceNow instance, see Use ITSM and HRSD integrations with Microsoft Teams.