IT Service Management integration with Microsoft Teams release notes

  • Release version: Store
  • Updated June 11, 2026
  • 2 minutes to read
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    Summary of IT Service Management integration with Microsoft Teams release notes

    The IT Service Management integration with Microsoft Teams enhances how ServiceNow customers engage with IT services directly within Microsoft Teams and related Microsoft 365 applications. This integration streamlines communication, approvals, surveys, and service requests through Teams chats, calls, and notifications, improving employee experience and operational efficiency.

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    The integration is available via the ServiceNow Store and is regularly updated to support the latest dependencies and platform enhancements. Customers should review system requirements and compatibility on the application listing before installation.

    Key Features

    • Chat and Call Integration: Agents can start Microsoft Teams calls directly from ServiceNow Agent Workspace chats for more immediate resolution.
    • Cross-Tenant Chat: Enables third-party service providers to initiate chats with employees in different Microsoft Teams tenants.
    • Actionable Notifications and Surveys: Employees can complete approvals and surveys within Microsoft Teams and Outlook without switching apps, facilitated by the Outlook Actionable Messages plugin.
    • Employee Center Access: Employees can access Employee Center from Outlook and Microsoft 365, extending service delivery beyond Teams.
    • Activity Feed and Presence Support: Integration supports sending activity feed notifications and fetching user presence status in Teams for request-based chat scenarios.
    • Link Unfurling and Virtual Agent Bots: Microsoft Teams displays previews for certain ServiceNow links during chats, and multiple ServiceNow instances can embed specific Virtual Agent bots in the Teams app.
    • Azure Multi-Tenant Support: Users can leverage Azure apps provided by ServiceNow for integration instead of creating custom apps.
    • Localization and Renaming: Added in-app localization and renamed the app from “ServiceNow for Teams” to “Microsoft Integrations - Core” with no functional impact.

    Practical Benefits for ServiceNow Customers

    • Seamless service request and approval workflows within Microsoft Teams and Outlook improve employee productivity.
    • Direct communication capabilities, including chat and calls, enable faster incident resolution and service delivery.
    • Cross-tenant chat expands collaboration possibilities for organizations working with external providers or partners.
    • Actionable messages and activity feed notifications keep users informed and engaged without context switching.
    • Integration updates ensure compatibility with evolving Microsoft and ServiceNow platforms, maintaining stability and feature enhancements.

    Version history for the IT Service Management integration with Microsoft Teams on the ServiceNow Store .

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 2.12.3 - June 2026
    Updated to support the latest version of the dependent apps.
    Version 2.12.2 - March 2026
    Updated to support the latest version of the dependent apps.
    Version 2.11.1 - December 2025
    Updated to support the latest version of the dependent apps.
    Version 2.7.14 - February 2025
    Updated to support latest version of dependent apps.
    Version 2.6.7 - August 2023

    Updated to enable employees to access Employee Center from Outlook and Microsoft 365.Admins can easily extend the Microsoft Teams app to Outlook and Microsoft 365.Installing this plugin will also install the Outlook Actionable Messages plugin that will enable employees to complete ServiceNow surveys and approvals without leaving Outlook.

    Version 2.6.4 - May 2023

    Fixed: Minor fixes.

    Version 2.6.3 - February 2023

    Fixed: Minor fixes.

    Version 2.6.1 - November 2022

    Fixed: Minor fixes.

    Version 2.6.0 - August 2022
    • New:
      • Added ability to display Microsoft Teams chat history associated with a ticket on Employee Center
      • Added ability for a third-party service provider to initiate a chat from ServiceNow with an employee in a different Microsoft Teams tenant
    • Changed: Minor fixes.
    Version 2.5.0 - May 2022
    • New:
      • Added framework support for Sending Activity feed for Notifications. This will be used for the Content Publishing and Content Experiences to be able to send Teams Activity Feed notifications.
      • Added framework support for fetching user presence in Teams for Request Based Chat.
      • Renamed Tab SSO app to SSO and Activity Notification
    • Changed: Renamed Tab SSO app to SSO and Activity Notification
    Version 2.4.0 - February 2022
    • New:
      • Added support for
        • Link Unfurling - Microsoft Teams users can see the preview for certain ServiceNow links(adaptive card) during the chat conversation with agents.
        • Added in-app localization support.
        • Added support for embedding specific VA BOTs in the ServiceNow for Teams App, so that multiple ServiceNow instances can connect to one Tenant. Available with the San Diego release only.
    • Changed: App was renamed from 'ServiceNow for Teams' to 'Microsoft Integrations - Core'. No functional impact to customers.
    • Fixes.
    Version 2.2.1 - November 2021
    Fixes for stabilisation
    Version 2.1.0 - June 2021
    New: Added support for Azure Multi-Tenant app. The users can use the Azure apps shipped by ServiceNow instead of creating their own apps for integration.
    Version 2.0.2 - February 2021
    • New:
      • For calls that require higher-touch resolution, an agent can start a Microsoft Teams Call from a chat directly from Agent Workspace.
      • The platform requires: Notify Connector for Microsoft Teams (Store App) Agent Chat (Plugin)
    • Fixes.
    Version 1.0.10 - December 2020
    • Fixed:
      • Intermittent actionable approval notifications are not delivered.
      • Employee with language set in user profile doesn’t receive actionable notifications.
      • When NOW Actions is installed along with ServiceNow for Teams application, the responses to the actionable notification are not captured.
      • When the On-Call scheduling plugin is not installed, Start Microsoft Teams Chat doesn’t respond.
      • When ITSM roles plugin is not installed, agents are unable to import message.
    Version 1.0.9 - November 2020
    The ServiceNow IT Service Management 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.