Import messages from a ticket manually
You can import the conversation with a user from Microsoft Teams and append them in the Comments to store all the important messages in the ServiceNow instance.
Before you begin
Role required: user
About this task
Importing messages helps agents to view the history of the ticket, allow the requester to see all discussions about their ticket in one place. This helps to capture the information required for post-ticket review and continuous improvement processes.
Procedure
-
On the Import messages from Microsoft Teams form, fill
in the fields:
Table 1. Import messages from Microsoft Teams table Field Description Show conversations Choose from: - Started from this record: Lists all the communication tasks created for the record.
- List all conversations: Lists all conversations by the logged in agent.
Select a conversation Choose a conversation to import the messages for the record. Import messages as - Additional comments: The messages will be appended under Additional comments.
- Work notes: The messages will be appended under Work notes.
-
Select the messages, files, and the images you would like to import and click
Import messages.
If you try to import the messages manually for a ticket that will automatically import the messages, the system displays a message that the chat is being imported using auto-import.