---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Collaborate on a task record using Microsoft Teams in Service Operations Workspace

# Collaborate on a task record using Microsoft Teams in Service Operations Workspace {#ariaid-title1}

Release version: Australia  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Start or import a Microsoft Teams chat from a task record in Service Operations Workspace.

## Before you begin

Role required: itil or admin
Before you begin, make sure that the Microsoft Teams application is configured for your ServiceNow instance. For more information on configuration, see[Configure Notify connector for Microsoft Teams from Service Operations Workspace](https://servicenow-prod.fluidtopics.net/jYBbaDcp80avE5qWwm6kTA "Configure your ServiceNow instance with Notify connector for Microsoft Teams application from Service Operations Workspace using the guided setup to enable making calls using Microsoft Teams.") and the Microsoft Teams integration setup documentation.

## About this task

When you view or import a Microsoft Teams chat conversation for a task record, the record details are displayed in the Details section of the MS Teams Import tab. For information about
configuring these details, see [Configure the task record information in the MS Teams Import tab](https://servicenow-prod.fluidtopics.net/kSYqTZ2EpjBlsDLywoSOqA "Customize the task record fields displayed when you view or import a Microsoft Teams chat conversation.").

## Procedure

1. Open a task record, for example, incident.
2. From the Sidebar, select the collaborate icon (![Collaborate]()).
3. To view a chat conversation, select the more options icon (![more options icon]()) on the chat and select View chat.
4. To start a chat conversation, perform the following actions.
   1. In the Collaborate panel, select the plus sign (+), and select Start Microsoft Teams chat.
   2. In the Start Microsoft Teams chat dialog box, specify the participants.
   3. **Optional:** To specify more chat options, select Show more chat options and specify a client.  
      You can choose Microsoft Teams application or the Microsoft Teams web application.
   4. Select Start Chat.  
      * A chat conversation is initiated in Microsoft Teams.
      * All automatic chats are automatically imported to the Collaborate panel.
      {#start-msteams-chat-sow__ul_zck_skr_vsb}
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5. To view a chat conversation, select the more options icon (![more options icon]()) on the chat and select View chat.
6. To import a chat conversation, perform one of the following actions.

   | Option | Description |
   | Import a chat from any conversation | 1. Select the plus sign (+) and select Import Microsoft Teams chat. 2. Under the Choose a conversation to view details section, select a conversation that you want to import. 3. Select the chat and select Import. {#start-msteams-chat-sow__ol_vsj_lfr_vsb} |
   | Import a chat from a conversation in which you are a member | 1. From the conversation that you're a member of, select the more options icon (![more options icon]()) and select View chat. 2. Select the filter chat messages icon (![filter chat messages icon]()) and select the type of messages you want to view. 3. Select the required messages and select Import. {#start-msteams-chat-sow__ol_tmn_tjr_vsb} |
   |-|-|

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   Imported chats are reflected in the activity stream of the task record.