The Collaboration Services application integrates collaboration tools with ServiceNow. You can directly use a collaboration tool from task records and as a channel within communication plans.
Initiate a conversation from a task record with the collaboration tool of your choice.
Enable Collaboration Services for communication plans to pre-define Slack, Microsoft Teams, or Zoom Team Chat as a real-time collaboration and communication channel.
The Collaboration Services app includes the following features:
• Slack:
- Create dynamic slack channels for tasks and import back
- Slash commands to get incident details directly from slack and perform basic operations on incident
- Initiate chat with slack users/channels directly from incidents
- Send individual notification and collaboration on Major Incident and Incident Communication Plan
• Microsoft Teams
- Initiate a chat with Microsoft Teams directly from tasks
- Import message history into a task record from Microsoft Teams, manually or automated.
- Send individual notification and collaboration on Major Incident and Incident Communication Plan
• Zoom Team Chat
- Initiate a chat with Zoom Team Chat directly from tasks
- Import message history into a task record from Zoom Team Chat
Fixed
- User names with commas: A comma in a user's name is now preserved correctly and no longer replaced with "and."
- MS Teams chat filtering: Filtering of Microsoft Teams chats now works as expected in Service Operations Workspace (SOW).
- Teams chat import: User names are now imported correctly from Microsoft Teams chats and no longer display as "External."
For Slack:
o Install Slack Spoke plugin (com.sn.slack.ahv2 v 1.4.0 or above)
For Microsoft Teams:
o Install IT Service Management integration with Microsoft Teams or HR Service Delivery integration with Microsoft Teams plugin. These plugins, in turn, activates Collaboration Services. Please ensure that IT Service Management integration with Microsoft Teams, HR Service Delivery integration with Microsoft Teams plugin are also updated if you are using MS Teams integrations.
For Zoom:
o Install Zoom Spoke plugin (com.com.sn.zoom.spoke v 4.0.2 or above)
Other Requirements:
Subscription for Slack or an Office365 subscription with Teams or an Zoom subscription
Update sets attached with the app contains fix script that needs to be executed per product documentation to enable the start chat icon against specific fields in classic platform.