Import messages from a universal request

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • As an agent, import a conversation with a requester from Microsoft Teams. Append the conversation in the activity stream of the record to store all the important messages in the ServiceNow instance.

    Before you begin

    Role required: agent

    About this task

    Importing messages helps you to view the history of the ticket. The requester can see all discussions about their ticket in one place. Importing helps to capture the information required for post-ticket review and continuous improvement processes.

    Procedure

    1. Navigate to Universal Request > All.
    2. Open the universal request that you want to work on.
    3. In the Related Links section, select Import messages from Microsoft Teams.
      You receive a prompt to log in to Microsoft Teams if you are not logged in.
    4. Click Accept.
    5. On the form, fill in the fields.
      Table 1. Import messages from Microsoft Teams form
      Field Description
      Show conversations Option to show conversations. Choices are as follows:
      • Started from this record: Lists all the communication tasks created for the record.
      • List all conversations: Lists all conversations by the logged-in agent.
      Select a conversation Conversation whose messages are imported for the record.
      Import messages as Option to import messages into the record. Choices are as follows:
      • Additional comments: The messages will be appended under the Additional comments.
      • Work notes: The messages will be appended under the Work notes.
    6. Select the messages, files, and images that you would like to import.
    7. Click Import messages.