Skip to content
ServiceNow integrations with Microsoft Teams in Service Operations Workspace › Managing IT services in your organization › Service Operations Workspace for ITSM › IT Service Management
Release: Australia · Updated: 2025-01-30 · Official documentation · View source

Collaborate on a task record using Microsoft Teams in Service Operations Workspace

Start or import a Microsoft Teams chat from a task record in Service Operations Workspace.

Before you begin

Role required: itil or admin

About this task

When you view or import a Microsoft Teams chat conversation for a task record, the record details are displayed in the Details section of the MS Teams Import tab. For information about configuring these details, see Configure the task record information in the MS Teams Import tab.

Procedure

  1. Open a task record, for example, incident.

  2. From the Sidebar, click the collaborate icon (

Image omitted: collab-icon-02.png
Collaborate\).
  1. To view a chat conversation, click the more options icon (
Image omitted: more-options-card.png
more options icon\) on the chat and select **View chat**.

  1. To start a chat conversation, perform the following actions.

    1. In the Collaborate panel, click the plus sign (+), and select Start Microsoft Teams chat.

    2. In the Start Microsoft Teams chat dialog box, specify the participants.

    3. To specify more chat options, click Show more chat options and specify a client.

      You can choose Microsoft Teams application or the Microsoft Teams web application.

    4. Click Start Chat.

      • A chat conversation is initiated in Microsoft Teams.
      • All automatic chats are automatically imported to the Collaborate panel.
      • To view a chat conversation, click the more options icon (
Image omitted: more-options-card.png
more options icon\) on the chat and select **View chat**.
  1. To import a chat conversation, perform one of the following actions.
OptionDescription
Import a chat from any conversation
  1. Click the plus sign (+) and select Import Microsoft Teams chat.
  2. Under the Choose a conversation to view details section, select a conversation that you want to import.
  3. Select the chat and click Import.
Import a chat from a conversation in which you are a member
  1. From the conversation that you are a member of, click the more options icon (
    Image omitted: more-options-card.png
    more options icon) and select <strong>View chat</strong>.</li>
  2. Click the filter chat messages icon (
    Image omitted: filter-icon.png
    filter chat messages icon) and select the type of messages you want to view.</li>
  3. Select the required messages and click Import.
Imported chats are reflected in the activity stream of the task record.

Parent Topic:ServiceNow integrations with Microsoft Teams in Service Operations Workspace