HR Service Delivery integration with Microsoft Teams and Microsoft 365

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of HR Service Delivery Integration with Microsoft Teams and Microsoft 365

    The HR Service Delivery integration with Microsoft Teams enhances the Now Virtual Agent, allowing employees to request and receive HR services directly within Microsoft Teams. This integration facilitates streamlined communication and efficient service management.

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    Key Features

    • Actionable Notifications: Enables users to approve and comment on tickets from Microsoft Teams.
    • Ticket Comments: Employees can respond to ticket notifications directly within Teams.
    • Chat Initiation: HR agents can start a chat with employees from an HR case and save the chat transcript as a comment in the ticket.
    • Recommended Participants: System properties define which HR case and task table fields are visible as recommended participants for the chat feature.
    • Case Sensitivity: Certain sensitive HR cases are excluded from chat and notification features to maintain confidentiality.

    Key Outcomes

    By integrating HR Service Delivery with Microsoft Teams, customers can expect improved employee engagement and quicker resolution times for HR requests. Additionally, the integration supports effective communication between HR agents and employees, fostering a more collaborative environment.

    For implementation, customers must install the integration application and configure their ServiceNow instance accordingly. Detailed guidance is available for setting up and managing the integration.

    HR Service Delivery 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.

    The HR Service Delivery integration with Microsoft Teams application extends the Now Virtual Agent integration and includes the following additional capabilities:

    • Actionable notifications – for approval and comments on tickets. Users can take action on the notifications from within Microsoft Teams.

      Ticket comments: Employees are able to respond to notifications on the tickets from within Microsoft Teams.

      This respond_to_comment_notification_inclusion_list_for_hr property specifies the HR tables for which the Respond to Comments notification triggers. <HR services>
      • sn_hr_core_case_total_rewards
      • sn_hr_core_case_global_mobility
      • sn_hr_core_case_operations
      • sn_hr_core_case_performance
      • sn_hr_core_case_benefits
      • sn_hr_core_case_workforce_admin
      • sn_hr_core_case_talent_management
      • sn_hr_core_case_corporate_communication
      • sn_hr_core_case_payroll,
      • sn_hr_core_case_compensation.
    • Provides agents the ability to initiate a Microsoft Teams chat with an employee from an HR case and then to copy the chat transcript back to the ticket as a comment.
      • sn_now_teams_hr.chat_sn_hr_core_case_fields

        This system property contains the list of HR Case table fields that will be shown as recommended participants for "Start Chat" feature. By default, the recommended participants contain the participants comprising of "opened_for", "subject_person", "collaborators" fields.

      • sn_now_teams_hr.chat_sn_hr_core_task_fields

        This system property contains the list of HR Task table fields that will be shown as recommended participants for "Start Chat" feature. By default, the recommended participants contain the participant defined in "assigned_to" field.

      • sn_now_teams_hr.hr_case_allow_list_for_teams_chat_actions

        This system property contains the list of HR Case tables for which "Start Chat" and "Import Messages" UI Action. By default, this list does not include highly sensitive HR Cases such as "Employee Relations", "Investigation", and "Ethics" cases.

      • sn_now_teams_hr.respond_to_comment_notification_inclusion_list_for_hr

        This system property contains the list of HR Case tables for which "Respond to Comment" actionable notifications will be sent. By default, this list does not include highly sensitive HR Cases such as "Employee Relations", "Investigation", and "Ethics" cases.

    Note:
    Approvals for HR cases and Approvals with e-Signature are not yet supported for HR Service Delivery with Microsoft Teams.
    Table 1. Feature mapping
    Feature License Requirements
    Actionable Notifications HR Pro or above
    Chat - Agent to Employee/Agent to Agent HR Pro or above
    Employee Center HR Standard or above
    You must perform the following activities to integrate HR Service Delivery with Microsoft Teams in ServiceNow instance:
    1. Install HR Service Delivery integration with Microsoft Teams application
    2. Setting up the ServiceNow instance for Microsoft Teams integration

    To configure HR Service Delivery integration with Microsoft Teams in ServiceNow instance, see Configure HR Service Delivery integration with Microsoft Teams.

    To manage HR Service Delivery integration with Microsoft Teams in ServiceNow instance, see Customize HR Service Delivery integration with Microsoft Teams.

    To use HR Service Delivery integration with Microsoft Teams in ServiceNow instance, see Use ITSM and HRSD integrations with Microsoft Teams.