Import messages from Agent Workspace

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • As an agent, import a conversation with a user from Microsoft Teams. Append the conversation in the activity stream of the record in the Agent Workspace. Store all important messages related to a universal request in the ServiceNow instance.

    Before you begin

    Role required: agent

    Procedure

    1. Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.
    2. From the navigation list, select Universal Request > All.
    3. Open the universal request you want to work on.
    4. Select Import Messages.
      You receive a prompt to log in to Microsoft Teams if you are not logged in.
    5. Click Accept.
    6. On the form, fill in the fields.
      Table 1. Import messages from Microsoft Teams form
      Field Description
      Show conversations Option to show conversations. Choices are as follows:
      • 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 Conversation whose messages are imported for the record.
      Import messages as Option to import messages into the record. Choices are as follows:
      • Additional comments: The messages will be appended under Additional comments.
      • Work notes: The messages will be appended under Work notes.
    7. Select the messages, files, and images that you would like to import.
    8. Click Import messages.