Skip to content
Request-based chat - Chat from Workspace › Agent actions › Use ITSM and HRSD integrations with Microsoft Teams › Use Microsoft Teams integration for Employee Experience › Use › ServiceNow for Microsoft Teams and Microsoft 365 › Unified Employee Experience › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Import messages from Agent Workspace

You can import the conversation with a user from the agent workspace and append them in the Comments to store all the important messages in the ServiceNow.

Before you begin

Role required: user

Procedure

  1. Navigate to an open ticket in your ServiceNow instance from agent work space.

    RecordDescription
    IncidentNavigate to Incident > Open. Open the record that you want to work on.
    Change RequestNavigate to Change > Open. Open the record that you want to work on.
    Request ItemNavigate to Requests > Open Requests. Open the record that you want to work on.

  2. From the Start Microsoft Teams Chat menu, select Import messages.

Image omitted: import-messages-agent-workspace.png
Option to import messages.
**Note:** If you aren't logged in, you receive a prompt to log into Microsoft Teams.
  1. Select the messages that you would like to import, then select Import messages.

Parent Topic:Request-based chat - Start and import chat from Workspace