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2.9.0
Zurich, Yokohama, Xanadu, Washington DC, Vancouver
The Notify connector for Microsoft Teams provides support for conference calls on the ServiceNow AI Platform allowing for rapid communication with internal team members, customers, and contractors.
Notify provides workflows that shorten the timeline for mobilizing resources to begin working on an incident or task by alerting the required stakeholders for immediate action.
The Notify connector for Microsoft Teams expands the Notify providers by managing and initiating a Microsoft Teams meeting directly from any task record.
- Promote Chat to Call: Enable an agent to promote a live chat with an employee to a call, leading to faster ticket resolution.
- Start and end Microsoft Teams meeting directly from any record such as an incident or a task or from the major incident workbench.
- Manage a Microsoft Teams meeting by adding or removing participants.
- Track and report the meeting details such as meeting duration and attendees for further analysis.
- For calls requiring higher-touch resolution, an agent can promote a Chat to a Microsoft Teams Call, directly from Agent Workspace. Requires - Agent Chat (Plugin).
Changed
- The initiator of the meeting will now be the co-organizer. This change will enable features like break out rooms in a Microsoft Teams meeting. This behaviour will apply to existing users and can be changed in the configuration page.
Fixed
- Issues with callback handling giving exception for MSP instances.
- Callback error handling for scenarios with certain malformed data payload types.
- Install and activate the Notify plugin (com.snc.notify) before you install the Notify connector for Microsoft Teams application.
- Ensure that the Microsoft Teams Communication Spoke for ServiceNow IntegrationHub plugin (sn_msteams_com_spk) is installed and the necessary IntegrationHub license is available to use Microsoft Teams for meeting management.