Enable Virtual Agent notifications for IT Service Management

  • Release version: Washingtondc
  • Updated March 25, 2024
  • 1 minute to read

    • Configure system properties to enable Virtual Agent notifications in Microsoft Teams.

    Before you begin

    Role required: admin

    About this task

    Note:
    If your first installation of IT Service Management for Microsoft 365 is version 2.7.0, Virtual Agent notifications are enabled by default. The following scenario is only applicable if you upgrade from older versions of the plugin.

    After upgrading to IT Service Management for Microsoft 365 version 2.7.0, you must configure system properties to enable Virtual Agent notifications.

    The following tables are supported for Virtual Agent notifications in the base system.
    • Incident
    • Change
    • Requested Item

    Procedure

    1. In the All menu, enter sys_properties.list.
      The System Properties table appears.
    2. In the name column, search for *sn_now_teams.
    3. For the following properties, set the value to true.
      • sn_now_teams.enable_va_approval_notification: This property enables Virtual Agent notifications for approvals.
      • sn_now_teams_it.enable_va_comment_notification: This property enables Virtual Agent notifications for comments.

      The default value of these properties is true. If you've upgraded from an earlier version of IT Service Management for Microsoft 365, the value is false.

    What to do next

    You can customize the fields displayed in approval notifications. For more information, see Customizing approval notification fields.