Using the ServiceNow capabilities in Microsoft Teams through Employee Navigator For ServiceNow
Employee Navigator For ServiceNow helps employees to perform key ServiceNow actions directly in Microsoft Teams by using natural language. Use these capabilities to stay productive by retrieving information and managing tasks without needing to switch between environments.
Retrieving and managing the ServiceNow pending approvals
Employees with appropriate permissions can request a real-time list of pending approvals in the ServiceNow environment through Microsoft Teams by using natural language. Employee Navigator For ServiceNow retrieves approvals that are in the Requested state and presents them as a list.
As a response to the query, the system returns the following details:
- Approval ID
- Short description
- Comments
- Due date
- Last updated date
You can do the following actions:
- View pending approvals.
- Approve or reject an approval with a comment.
- Add comments to an approval.
Results
Click here to view the list of pending approvals
When you click the Approval For link, you are redirected to the approval details in the ServiceNow environment, as shown in the following screenshot:
Click here to view the capability to approve the request with a comment
Viewing the assigned ServiceNow surveys
Employees with appropriate permissions can check for pending surveys in the ServiceNow environment through Microsoft Teams by sending a natural language query. The Employee Navigator For ServiceNow retrieves surveys that are in Ready to take or In progress states and presents them as a list.
As a response to the query, the system returns the following details:
- Survey ID
- Description
- Due date
- State
Results
Click here to view the list of assigned surveys
When you click the Survey link, you are redirected to the survey in the ServiceNow environment, as shown in the following screenshot:
Retrieving location details from ServiceNow
Employees with appropriate permissions can request ServiceNow location information in Microsoft Teams by using natural language. The Employee Navigator For ServiceNow retrieves the ServiceNow location details and presents them as a list.
As a response to the query, the system returns the following details:
- Location name
- ZIP code
- Country
- City
- Street
Results
Click here to view the list of location details
When you click the Location link, you are redirected to the location record in the ServiceNow environment, as shown in the following screenshot:
Retrieving knowledge from multiple sources
Employees with appropriate permissions can search for knowledge articles across multiple sources in a defined order of priority. The retrieval order is as follows:
- ServiceNow: Primary source for internal knowledge articles.
- Helix Knowledge Base: Secondary source, used if configured.
- Web Search: Used when no relevant results are found in ServiceNow or BMC Helix.
Results
Click here to view the knowledge article
The information includes a link that points to the knowledge article stored in the ServiceNow environment:
Managing the self-service capabilities
Employees with appropriate permissions can view and manage their assigned hardware and software assets.
You can view the following information:
- Asset details such as type, serial number, location, and status
- Catalog items
- Incidents
- Service requests
Additionally, you can add comments to a service request or an incident.
Results
Click here to view the asset details
When you click the Asset link, you are redirected to the asset details in the ServiceNow environment, as shown in the following screenshot:
Accessing the employee profile information
Employees with appropriate permissions can retrieve details about any individual in the organization by using identifiers such as name, user ID, or email address. You can access employee profile details without needing to switch between systems. To access profile information, type the employee's name or ID. The profile information page contains key details such as contact information, job role, and reporting manager. You can use this accurate data to resolve HR or support cases faster and also save time by avoiding manual searches across multiple systems.
As a response to the query, the system returns the following details:
- Full name of the person
- A URL to access their ServiceNow profile
- Office location
- Email address
- Manager’s name
- List of direct reportees
Results
Click here to view the details of the Demo user
When you click Name, you are redirected to the user profile information in the ServiceNow environment, as shown in the following screenshot:
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