Interaction Management in Service Operations Workspace › Operating IT services in your organization › Service Operations Workspace for ITSM › IT Service Management

Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Collaborate using Microsoft Teams from an interaction record in Service Operations Workspace

You can initiate a chat or make conference calls using Microsoft Teams to communicate with stakeholders to resolve the issue.

Before you begin

Role required: itil or admin

Procedure

Navigate to Workspaces > Service Operations Workspace.
Select the List (

Image omitted: list-icon-new.png
List icon\) icon.

Select Interactions > Open.
Select the interaction record.
Select the Collaborate icon (

Image omitted: collab-icon-02.png
Collaborate icon\) from the contextual side panel.

Select Start Microsoft Teams chat.
In the Start Microsoft Teams chat dialog box, specify the participants.
To start a chat conversation, perform the following actions.
1. In the Collaborate panel, click the plus sign (+), and select Start Microsoft Teams chat.
2. In the Start Microsoft Teams chat dialog box, specify the participants.
3. To specify more chat options, click Show more chat options and specify a client.
  
  You can choose Microsoft Teams application or the Microsoft Teams web application.
4. Click Start Chat.
  - A chat conversation is initiated in Microsoft Teams.
  - All automatic chats are automatically imported to the Collaborate panel.
  - To view a chat conversation, click the more options icon (

Image omitted: more-options-card.png
more options icon\) on the chat and select **View chat**.

To import a chat conversation, perform one of the following actions.

Option	Description
Import a chat from any conversation	Click the plus sign (+) and select Import Microsoft Teams chat. Under the Choose a conversation to view details section, select a conversation that you want to import. Select the chat and click Import.
Import a chat from a conversation in which you are a member	From the conversation that you are a member of, click the more options icon ( Image omitted: more-options-card.png more options icon) and select <strong>View chat</strong>.</li> Click the filter chat messages icon ( Image omitted: filter-icon.png filter chat messages icon) and select the type of messages you want to view.</li> Select the required messages and click Import.

Parent Topic:Interaction Management in Service Operations Workspace

Work on an interaction in Service Operations Workspace

Associate an interaction with a task record