Configure Request-based chats to import messages from Microsoft Teams to ServiceNow
Summarize
Summary of Configure Request-based chats to import messages from Microsoft Teams to ServiceNow
This feature enables automatic import of chat conversations from Microsoft Teams into ServiceNow for IT Service Management and HR Service Delivery integrations. It facilitates seamless communication capture between agents and employees by syncing chat messages into ServiceNow records.
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Key Features
- Auto-import by default: Applies to core HR, HR Life Events, Requests, Tasks, Incidents, and Change Requests tables.
- Manual enablement for upgrades: Existing instances upgrading to version 2.2.0 must manually enable auto import.
- Scheduled polling: New messages are imported every 30 minutes, with polling intervals gradually increasing when no new messages are detected, eventually disabling after 7 days of inactivity.
- System limits: Supports up to 500 active chats and 10,000 sub-flows per polling interval to manage system performance.
- Final import on ticket closure: When a ticket closes, remaining chat messages are imported to Work notes and associated interaction records and chat records are closed.
- Extendable functionality: Admins can configure chat settings and requester mappings to enable auto-import for additional tables beyond the default ones.
- Close conditions: Admins can set conditions to exclude certain chat conversations from auto-importing.
Practical Implications for ServiceNow Customers
By implementing this integration, customers ensure that all relevant Microsoft Teams chat interactions are captured automatically within ServiceNow tickets and HR cases, improving traceability and agent efficiency. The default configuration supports common record types, while flexible extension options allow adaptation to specific organizational needs. Understanding system limits helps manage performance and avoid import failures.
Admins should review and configure requester mappings and close conditions to tailor the auto-import process, especially when upgrading existing instances or expanding functionality to custom tables.
Configure request-based chats for IT Service Management integration with Microsoft Teams and HR Service Delivery integration with Microsoft Teams applications enable the system to auto import the chat conversations between the agents and the employees.
- HR Core task (sn_hr_core_task)
- HR Life events Case (sn_hr_le_case)
- HR Core case (sn_hr_core_case)
- Request Item (sc_req_item)
- Task (sc_task)
- Incident (incident)
- Request (sc_request)
- Change request (change_request)
The admin can extend the auto import feature to the other tables as required. For more information see, Create requester mapping.
If you are upgrading your ServiceNow instance to IT Service Management integration with Microsoft Teams 2.2.0 or HR Service Delivery integration with Microsoft Teams 2.2.0, you must manually enable the auto import feature.
Functionality of auto importing messages
All the chat messages from Microsoft Teams will be auto imported to the ServiceNow instance at an interval of 30 minutes. The system looks for all the new messages across all the chats and import the messages to ServiceNow instance.
To prevent polling from running indefinitely on inactive conversations, if there are no new messages, the polling interval will gradually lengthen until, eventually, polling stops.
The system verifies the record for new messages for every 30 minutes. If there are no new messages, the system checks for the new messages for an interval of one hour, two hour, four hour and eight hours. If there are no new messages in an interval of eight hours for seven days, the Auto Import polling activity is disabled.
If there is any message during any of the intervals, the auto import timer will look for the new messages in the next interval, and import the messages. The timer is then reset to 30-minutes interval.
System Limits
The system imports a maximum of 500 active chats in a 30-minute interval. If there are more than active 500 chats the system will not auto-import the new chat records for the 30-minute interval.
The system executes a maximum of 10,000 sub-flows to import the chats for an interval of 30 minutes, 1 hour, 2 hour, 4-hour, 8-hour intervals. This is a count of all the active subflows that auto-import the messages into ServiceNow.
If the system reaches the limit, a message is displayed to the agent that the system level is reached and the chat can’t be auto imported on the Start Microsoft Teams Chat modal.
When the ticket is closed, the system will trigger auto import for one last time posts the new messages in the Work notes (Chat history).
If there is an interaction record associated with the parent record then interaction record is also closed. The chat record will also be closed as part of this flow.
If you want to continue using the default configuration, you can skip the following procedures to extend the auto-import functionality. However, if you want to extend the auto-import functionality to other tables, perform the steps mentioned in the topics below.