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
Navigate to an open ticket (Incident, change request, request item, HR case or a catalog task) in your ServiceNow instance.
Click Import messages from Microsoft Teams.
On the Import messages from Microsoft Teams form, fill in the fields:
| 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 |
|
Import messages from a record
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.
Import messages modal error message for automaticlaly imported chats
Parent Topic:Request based chat - Start and import chat from classic view