[Music] hey everyone it's justin thanks for watching in this video i'm going to show microsoft teams servicenow incident management um working together so in this situation we are not going to be in a workspace we're just going to be looking at an incident record on the normal classic ui i don't it's classic anymore and we're going to start a microsoft teams chat so in theory you know you're coming here to troubleshoot a ticket and you realize in this case abraham lincoln his internet is down and we need to reach out to him through microsoft teams now sorry for the poor story background because if his internet's down obviously you wouldn't be able to reach out on themes but uh for the sake of the demo i just wanted to show that working so left hand side over here i've got service now i'm logged in as myself uh right hand side just behind my head here i've got microsoft teams and a web browser yes i know no one uses a web browser for teams but it helps me not interrupt my corporate or companies instance and i'm logged in as abraham lincoln so abe lincoln over here he's a big teams user and uh he's over here waiting for someone to help him with this incident so i'm gonna get started and just call your attention to this big old button here start microsoft teams chat so that's how we're going to initiate this conversation with abraham lincoln now when we do this service now brings up some configuration right so i want to add abraham lincoln maybe i want to add the person who put in the ticket right who actually created the ticket or i can go just find somebody else so i maybe want george washington to be part of this so we can say hey okay okay let's add george washington to this conversation now i'm going to pull him out because he's not really that email address is bogus but you can pull other people into these conversations and then note you can specify the chat title the opening message you know what they see when that chat begins and then the preferred chat client do we want to do this in the desktop app or do you want to do this on the web app web app is huge for me to demo just for the reasons i just gave um but for most people they're probably going to use the desktop application but we'll do web client we'll start the chat and see what this looks like here it's basically it's creating a conversation in microsoft teams you can see it just happened behind me the chat came up here and just behind my head there's this little alert that came through on the web app this little um toast card uh letting me know that there's a chat for abraham lincoln inside of microsoft teams now what happened on the left hand side is microsoft teams opened up as a new tab outside of servicenow so i am logged in as justin on the left hand side and i am logged in as abraham lincoln on the right-hand side so um don't let the web browsers confuse you but we'll go ahead and click on this chat um that's coming in from justin meadows and we'll just say this is abe lincoln uh abe here please help now notice now you can actually see abraham lincoln is typing on the left hand side uh just like you would in teams normal experience and then i'm going to go ahead and go ahead and send that message and we can see that that particular didn't mean to do that that that particular message went through abe here please help and you can have the back and forth between uh justin and abraham lincoln what's happening behind me is i have a keyboard shortcut for changing my cursors and stuff like that and it's triggering something in team so i need to fix whatever that is that's triggering that but this is how you can um have a back and forth coming from servicenow and what's going to happen is that the conversation back and forth is um going to actually be stored in service now so we'll have access to that i'm here to help and we'll just do that there and hit send and now i have conversation history message 2a the message from me then a message back to abe so let's see what that looks like in service now now i'll go ahead and make this bigger and i want to basically see that conversation so notice in the activity log i've got an interactive work note here so one is that i started a microsoft teams chat with abraham lincoln it was created the messages will be auto imported by the system on behalf of justin and then we can find the chat record here or we can use these buttons to actually view the chat in teams through the web or through the desktop client but let's click on this transcript and see if we can see that back and forth that happened between myself and abraham lincoln so i'm not seeing anything here and i bet you know what it is i bet you i don't have the job turned on to do that import of those messages but we would see that i need to fix that okay i went up on a little tangent trying to figure out why that wasn't pulling in automatically when i clicked on this link and i think i might have found something when i was looking at some of the configuration that i need to close this or resolve this i'm just going to hit resolve on this we'll put in some resolution notes we'll just say resolve by caller aid restarted uh his internet router still makes you smile every time i think about abraham lincoln restarting his internet router and hit resolve and uh that will resolve that particular one and looks like i got kicked out to the last thing i was troubleshooting so let's head back to the home pages service now and i'm going to open up that history to come back to that incident so let's see here internet is down in my history and what i want to see is when i click on that work note now do i have the chat history between me and abraham lincoln so i'll click on this record here and i still don't have it still don't have it what is going on [Music] let me try changing that to close let's just close the internet see if that flags it for import and of course it brought me back to that again um so let's just get out to the home page oh there it was okay that's what it was so um the closing of the incident is what brought in automatically imported the conversation so there you saw you figured out we figured it out live um so once i had resolved and then closed the um ticket for abraham lincoln then my chat log came in here and i can see that this was the back and forth between me and abraham lincoln so interesting fact there that we had to close it in order for that to be automatically imported i'm wondering um and i'll maybe do some investigating later if this is something that's configurable but for now that is the team's integration at least the starting a chat and having that come back into the ticket so you have a record of that as part of that conversation i hope you found this video helpful if you did please like please subscribe or share with somebody you think might be interested until next time i'll see you on the next one [Music] you