Request based chats to import messages / Auto import feature in MS Teams - Support and Troubleshooting

Request based chats to import messages / Auto import feature in MS Teams Summary This provides the functionality to Auto Import chats from Microsoft Teams to ServiceNow.

Release IT Service Management integration with Microsoft Teams 2.2.0

HR Service Delivery integration with Microsoft Teams 2.2.0

Instructions Background Chats can be started from the ServiceNow instance, but it's the agents responsibility to import the chat from Teams to the instance.

When an IT Agent has resolved a ticket and the steps taken to resolve the issue was discussed in Teams, but the chats are not imported or recorded back in the instance. With Auto Import feature the system will import the chats from Teams to the instance and the chat will be saved in 'sn_tcm_collab_hook_ms_teams_chat' table.

Manual import of chat from Teams is still available.

Instructions Users can start a chat by selecting 'Start Microsoft Teams Chat' from an Incident record and you will see a message 'Chats will be imported using the auto-import feature in the pop-up window'.

When a chat has auto import enabled, you will see the following screen and you will not see an option to manually import the chats:

And a Work Note will be added to the incident stating that the chats will be auto imported by the system:

Chats will be saved in 'sn_tcm_collab_hook_ms_teams_chat' table. All the chat messages from Microsoft Teams will be auto imported to the ServiceNow instance at an interval of 30 minutes. The system looks for all the new messages across all the chats and import the messages to ServiceNow instance.

The system executes a maximum of 10,000 sub-flows to import the chats for an interval of 30 minutes, 1 hour, 2 hour, 4-hour, 8-hour intervals. This is a count of all the active subflows that auto-import the messages into ServiceNow.

Whenever a new chat is created, Business rule 'Auto Import Chat SubFlow' will kick off and the chat will be imported by Sub flow 'Auto Import Messages Subflow'.

Link to view the 'Auto Import Messages Subflow' that are in 'waiting' state:

https:// .service-now.com/sys_flow_context_list.do?sysparm_query=sys_created_onONToday%40javascript%3Ags.beginningOfToday()%40javascript%3Ags.endOfToday()%5Ename%3DAuto%20Import%20Messages%20Subflow%5Estate%3DWAITING&sysparm_view=welcome_hub_context

Troubleshooting steps 1. Review if Auto import is enabled for the Default record in the following link:

https:// .service-now.com/sn_tcm_collab_hook_chat_configuration_list.do?

2. Auto-import functionality is applicable by default for the following tables:

HR Core task (sn_hr_core_task) HR Life events Case (sn_hr_le_case) HR Core case (sn_hr_core_case) Request Item (sc_req_item) Task (sc_task) Incident (incident) Request (sc_request) Change request (change_request) You will need to create a new chat configuration record, if you want to enable auto import for any other table.

3. Check if the SubFlow for the record executed successfully. You can use the below link to view the flow engine contexts:

https:// .service-now.com/sys_flow_context_list.do?sysparm_query=sys_created_onONToday%40javascript%3Ags.beginningOfToday()%40javascript%3Ags.endOfToday()%5Ename%3DAuto%20Import%20Messages%20Subflow%5E

4. Check if the time duration of the chat has expired by reviewing the value in column 'Wait Duration' in sn_tcm_collab_hook_ms_teams_chat table. To restart auto import after expiration, user needs to restart the chat.