Make "Import as Work Notes" as default when import message from MS teams to Incident in Service Operation WorkspaceIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Make "Import as Work Notes" as default and remove the option "Import as Additional Comments" when import message from MS teams to Incident in Service Operations Workspace. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } NA Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Please find below the steps shared by our Product Dev team (this is tested and validated in an internal employee instance, no issues observed). 1.Open the script include - AbstractChatUtilSNC: https://<instance_name>.service-now.com/sys_script_include.do?sys_id=2004500153c1d1106eb5ddeeff7b12bd 2.Copy lines from 266 to 280: getJournalFieldOptions: function(taskGr, fields) {if (!fields || !fields.length)fields = ['comments', 'work_notes'];var journalFieldOptions = [];for (var i = 0; i < fields.length; i++) {var field = fields[i];var fieldElement = taskGr.getElement(field);if (fieldElement != undefined)journalFieldOptions.push({value: field,name: fieldElement.getLabel()});}return journalFieldOptions;}, 3.Change the 3rd line (268 line number) as mentioned: From -> fields = ['comments', 'work_notes'];To -> fields = [ 'work_notes']; 4.Open the script include - AbstractChatUtil: https://<instance_name>.service-now.com/sys_script_include.do?sys_id=7a23089b3752b1108f2beacc74924b43 5.Add the below lines after after line 6: getJournalFieldOptions: function(taskGr, fields) {if (!fields || !fields.length)fields = [ 'work_notes'];var journalFieldOptions = [];for (var i = 0; i < fields.length; i++) {var field = fields[i];var fieldElement = taskGr.getElement(field);if (fieldElement != undefined)journalFieldOptions.push({value: field,name: fieldElement.getLabel()});}return journalFieldOptions;},