Request based chat - Start and import chat from classic view
Initiate a conversation with the requester to resolve the ticket.
You must have the "write" role to use the Start Microsoft Teams chat and Import messages from Microsoft Teams features for an incident, request, change request and a catalog task. This role is available when you activate the ITSM roles plugin, or for all the instances starting the Madrid release.
| Record | Role | Plugin |
|---|---|---|
| Incident | sn_incident_write | ITSM Roles - Incident Management (com.snc.itsm.roles.incident_management) plugin |
| Change Request | sn_change_write | ITSM Roles — Change Management (com.snc.itsm.roles.change_management) plugin |
| Request | sn_request_write | ITSM Roles — Request Management (com.snc.itsm.roles.request_management) plugin |
| HR Case | sn_hr_core.case_writer | Human Resources Scoped App — Employee Relations [com.sn_hr_employee_relations] plugin |
- Request-based chat - Start and import chat from field decorator
Interact with a requester in Microsoft Teams from the chat icon from the workspace to quickly resolve the ticket. - Request-based chat - Start and import chat from Start Microsoft Teams chat action
Interact with a requester in Microsoft Teams for an issue related to an incident, request item, change request, and HR case records to quickly resolve the ticket. - 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.
Parent Topic:Agent actions