HR Service Delivery integration with Microsoft Teams and Microsoft 365

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of HR Service Delivery integration with Microsoft Teams and Microsoft 365

    The HR Service Delivery integration with Microsoft Teams enhances the Now Virtual Agent integration by enabling employees to request and receive HR services directly within Microsoft Teams. This integration improves communication and responsiveness by incorporating actionable notifications and chat capabilities tailored for HR cases.

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    Key Features

    • Actionable Notifications: Employees receive notifications for approvals and ticket comments within Microsoft Teams, allowing them to take actions without leaving the platform.
    • Ticket Comments: Employees can respond to ticket-related notifications directly in Teams. Notifications and responses apply to specific HR case tables such as Total Rewards, Global Mobility, Benefits, Payroll, and others, excluding highly sensitive cases.
    • Agent-Initiated Microsoft Teams Chat: HR agents can start a Teams chat with employees from an HR case and import the chat transcript back into the ticket as a comment, enhancing transparency and record-keeping.
    • Recommended Chat Participants: System properties define which HR case and task fields determine recommended participants for chats, typically including fields such as "openedfor," "subjectperson," "collaborators," and "assignedto."
    • Sensitive Case Exclusions: Highly sensitive HR cases like Employee Relations, Investigations, and Ethics are excluded from chat and comment notifications to maintain confidentiality.
    • Licensing Requirements: Actionable notifications and chat features require HR Pro or higher licenses; Employee Center requires HR Standard or above.

    What Customers Can Expect

    • Seamless HR service interactions within Microsoft Teams, streamlining employee engagement and HR case management.
    • Improved efficiency for HR agents and employees through integrated chat and notification capabilities.
    • Maintained confidentiality by excluding sensitive HR cases from chat and notification features.
    • Clear guidelines and properties to customize chat participants and notification behaviors according to organizational needs.
    • Note that approvals with e-Signature are not currently supported within this integration.

    Getting Started

    • Install the HR Service Delivery integration with Microsoft Teams application in your ServiceNow instance.
    • Set up and configure the integration according to your organizational requirements.
    • Manage and customize the integration to tailor notifications, chat features, and participant settings.
    • Refer to related integrations like IT Service Management and Universal Request integration with Microsoft Teams for broader collaboration capabilities.

    HR Service Delivery integration with Microsoft Teams extends the Now Virtual Agent integration with Microsoft Teams to enable employees to more effectively request and receive service from within Microsoft Teams.

    The HR Service Delivery integration with Microsoft Teams application extends the Now Virtual Agent integration and includes the following additional capabilities:

    • Actionable notifications – for approval and comments on tickets. Users can take action on the notifications from within Microsoft Teams.

      Ticket comments: Employees are able to respond to notifications on the tickets from within Microsoft Teams.

      This respond_to_comment_notification_inclusion_list_for_hr property specifies the HR tables for which the Respond to Comments notification triggers. <HR services>
      • sn_hr_core_case_total_rewards
      • sn_hr_core_case_global_mobility
      • sn_hr_core_case_operations
      • sn_hr_core_case_performance
      • sn_hr_core_case_benefits
      • sn_hr_core_case_workforce_admin
      • sn_hr_core_case_talent_management
      • sn_hr_core_case_corporate_communication
      • sn_hr_core_case_payroll,
      • sn_hr_core_case_compensation.
    • Provides agents the ability to initiate a Microsoft Teams chat with an employee from an HR case and then to copy the chat transcript back to the ticket as a comment.
      • sn_now_teams_hr.chat_sn_hr_core_case_fields

        This system property contains the list of HR Case table fields that will be shown as recommended participants for "Start Chat" feature. By default, the recommended participants contain the participants comprising of "opened_for", "subject_person", "collaborators" fields.

      • sn_now_teams_hr.chat_sn_hr_core_task_fields

        This system property contains the list of HR Task table fields that will be shown as recommended participants for "Start Chat" feature. By default, the recommended participants contain the participant defined in "assigned_to" field.

      • sn_now_teams_hr.hr_case_allow_list_for_teams_chat_actions

        This system property contains the list of HR Case tables for which "Start Chat" and "Import Messages" UI Action. By default, this list does not include highly sensitive HR Cases such as "Employee Relations", "Investigation", and "Ethics" cases.

      • sn_now_teams_hr.respond_to_comment_notification_inclusion_list_for_hr

        This system property contains the list of HR Case tables for which "Respond to Comment" actionable notifications will be sent. By default, this list does not include highly sensitive HR Cases such as "Employee Relations", "Investigation", and "Ethics" cases.

    Note:
    Approvals for HR cases and Approvals with e-Signature are not yet supported for HR Service Delivery with Microsoft Teams.
    Table 1. Feature mapping
    Feature License Requirements
    Actionable Notifications HR Pro or above
    Chat - Agent to Employee/Agent to Agent HR Pro or above
    Employee Center HR Standard or above
    You must perform the following activities to integrate HR Service Delivery with Microsoft Teams in ServiceNow instance:
    1. Install HR Service Delivery integration with Microsoft Teams application
    2. Setting up the ServiceNow instance for Microsoft Teams integration

    To configure HR Service Delivery integration with Microsoft Teams in ServiceNow instance, see Configure HR Service Delivery integration with Microsoft Teams.

    To manage HR Service Delivery integration with Microsoft Teams in ServiceNow instance, see Customize HR Service Delivery integration with Microsoft Teams.

    To use HR Service Delivery integration with Microsoft Teams in ServiceNow instance, see Use ITSM and HRSD integrations with Microsoft Teams.