---
sourceDocument: Xanadu Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/employee-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Enable Virtual Agent notifications for IT Service Management

# Enable Virtual Agent notifications for IT Service Management {#ariaid-title1}

* Release version: Xanadu
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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](https://store.servicenow.com/sn_appstore_store.do#!/store/application/14eb9da8c3f310102986a81c8640dd08) 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](https://store.servicenow.com/sn_appstore_store.do#!/store/application/14eb9da8c3f310102986a81c8640dd08) 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
{#enable-va-notifications-it__ul_u45_cjv_y1c}

## Procedure

1. In the All menu, enter <kbd class="ph userinput">sys_properties.list</kbd>.  
   The System Properties table appears.
2. In the name column, search for <kbd class="ph userinput">*sn_now_teams</kbd>.
3. For the following properties, set the value to <kbd class="ph userinput">true</kbd>.  
   * 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.

   {#enable-va-notifications-it__ul_ojd_tjw_w1c}

   The default value of these properties is true. If you've upgraded from an earlier version of [IT Service Management for Microsoft 365](https://store.servicenow.com/sn_appstore_store.do#!/store/application/14eb9da8c3f310102986a81c8640dd08), the value is false.
{#enable-va-notifications-it__steps_f4q_52b_k3c}

## What to do next

You can customize the fields displayed in approval notifications. For more information, see [Customizing approval notification fields](https://servicenow-prod.fluidtopics.net/W_5g3jfAnvpiWMsyE~7gCg "You can customize the approval notification fields by creating the methods in a script include.").