Import messages from Agent Workspace

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

    • You can import the conversation with a user from agent workspace and append them in the Comments to store all the important messages in the ServiceNow.

    Before you begin

    Role required: user

    Procedure

    1. Navigate to an open ticket in your ServiceNow instance from agent work space.
      Table 1. Navigational path
      Record Description
      Incident Navigate to Incident > Open. Open the record you want to work on.
      Change Request Navigate to Change > Open. Open the record you want to work on.
      Request Item Navigate to Requests > Open Requests. Open the record you want to work on.
    2. Click Start Microsoft Teams Chat drop-down menu.
      Option to import messages.
    3. Click Import messages.
      You receive a prompt to log in to Microsoft Teams if you are not logged in.
    4. Select the messages you would like to import and click Import messages.
      Select messages to import