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 functionality enables ServiceNow customers to automatically import chat conversations from Microsoft Teams into their ServiceNow instance. It supports IT Service Management and HR Service Delivery integrations, allowing chat messages between agents and employees to be synchronized for efficient case management and service operations.
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Key Features
- Auto-import default tables: By default, chat messages are imported for key tables including HR Core task, HR Life events Case, HR Core case, Request Item, Task, Incident, Request, and Change request.
- Manual enablement on upgrades: For upgrades to version 2.2.0 of IT Service Management or HR Service Delivery integrations with Microsoft Teams, admins must manually enable auto-import.
- Polling and import intervals: The system polls Microsoft Teams every 30 minutes for new messages, with progressively increasing intervals (up to 8 hours) if no new messages are found, eventually disabling polling after 7 days of inactivity.
- System limits: Maximum of 500 active chats imported per 30-minute interval and 10,000 sub-flow executions per interval. When limits are reached, agents receive a notification that auto-import cannot proceed.
- Post-closure import: When a ticket is closed, one final auto-import occurs to capture any last messages in the Work notes (Chat history). Associated interaction and chat records are also closed.
- Extensibility: Administrators can extend auto-import to additional tables by creating chat configurations and requester mappings, as well as define conditions to exclude certain chats from auto-importing.
Practical Application for ServiceNow Customers
ServiceNow customers can leverage this feature to maintain seamless communication records between agents and employees by automatically importing Microsoft Teams conversations into relevant ServiceNow records. This improves traceability, collaboration, and resolution times.
To customize or expand auto-import functionality beyond the default tables, admins should:
- Create chat configurations for additional tables.
- Set up requester mappings to associate Teams chats with ServiceNow records.
- Configure close conditions to exclude specific chats from being imported when necessary.
Understanding system limits helps ensure smooth operation and timely chat synchronization without overloading the system.
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.