Create custom email field to initiate Microsoft Teams chat

Create a custom email field to use Microsoft Teams app to initiate chat conversation for the agents to resolve the IT and HR related issues of the users.

Before you begin

Role required: admin

Procedure

1. Navigate to All > System Security > Users and Groups > Users.

2. Click a user.

3. Right-click on the form header and select Configure > Form Layout.

4. In the Create new field section, fill in the fields.

   Field	Description
   Name	Enter the name of the field as you want it to appear on forms and lists. Example: User Principal Name.
   Type	Select a field type as String.
   Field length	Select a field length. This field is visible only for certain field types.

5. Click Add.

1. In the Selected slush bucket column, move the field in the desired location on the form.

2. Click Save.

   The field now appears on the form in the designated location.

The admin must enter the email used for Microsoft Teams in this field.

You need to configure the newly created field value as the default field for initiating chats with the employee in Microsoft Teams.

1. Right-click on the field and click Show <value of the field name>.

The dictionary info of the field name can be viewed.

1. Right click the Field and copy the value.

2. In the search field, enter sys_properties.LIST to view the system properties.

1. In the Name column, search for *user_email property.

2. Click the entry.

If the record is not editable, click **Edit** on the header to edit the record.

1. Update the Value field with the new field name that is created.

   The default value is email.

1. Click Update.

   Note: Ensure that the email address for all the users for the newly created field is updated with the email associated with Microsoft Teams app.

Parent Topic:Configure IT Service Management integration with Microsoft Teams