Configure IT Service Management integration with Microsoft Teams

Complete the procedures outlined to configure IT Service Management integration with Microsoft Teams.

• Review the active notifications for Microsoft Teams
  The notifications added by ServiceNow for Microsoft Teams, might duplicate existing notifications in your instance. Review and disable any duplicate notifications to avoid notifying users multiple times for the same event.

• Enable Virtual Agent notifications for IT Service Management
  Configure system properties to enable Virtual Agent notifications in Microsoft Teams.

• Configure LLM based provider notifications for ITSM
  Enable LLM-based actionable provider notifications for ITSM.

• Customizing approval notification fields
  You can customize the approval notification fields by creating the methods in a script include.

• Configure Request-based chats to import messages from Microsoft Teams to ServiceNow
  Configure request-based chats for IT Service Management integration with Microsoft Teams and HR Service Delivery integration with Microsoft Teams applications enable the system to auto import the chat conversations between the agents and the employees.

• Configuring Employee Center
  Use the Employee Center within Microsoft Teams or embed a custom portal in Microsoft Teams.

• Microsoft Teams Chat widget in Employee Center
  The Teams Chat widget enables employees to view or continue chats with agents and view and access the content of attached files in the Employee Center. This widget is available through the IT Service Management integration with the Microsoft Teams application.

• Include On-call scheduling users to initiate Microsoft Teams chat
  Users who are associated with On-Call Scheduling will be displayed on the Selected column in Start Microsoft Teams Chat modal.

• Set up Chat to call
  Set up the chat to call functionality in your instance to enable the agents to collaborate with the requester to resolve the issue.

• Access ServiceNow for Microsoft Teams app
  Enables users to interact with the agents from Microsoft Teams application.

• 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.

• Unfurl the web links in Microsoft Teams chat
  ServiceNow for Microsoft Teams supports link unfurling. Link unfurling generates a content-rich preview when a supported link is shared in a conversation with a user in Microsoft Teams.

Parent Topic:Configuring Microsoft Teams integration for Employee Experience