Another way to send and receive work order notes is to integrate MS Teams with Service Automation. It is accommodating when you are working and not having to switch applications to read and respond to notes. This integration allows for everything to be done in one application.
- From MS Teams, click the Manage your apps tab to open the modal.
- Click the Publish an App link to upload an application.
- Upload the ServiceChannel application by clicking the Upload a custom app box.
- Click the Add button when the ServiceChannel message appears.
- A message appears in MS Teams, click the Authorized button to proceed.
Managing a Work Order Message in MS Teams
When managing a work order that appears in your MS Teams messenger, you have four three options to choose from when ready to interact with the message. You can:
These options allow you to stay connected to the work order and see the lifecycle progress through the notes in the work order.
Adding a Note
When you are ready to respond to a note, this is done in MS Teams but will be posted in the Notes section in the details of a work order. The note gets posted in the work order so that everyone can receive and interact with the message that was sent from your MS Teams.
You cannot send and receive attachments with your note in MS Teams.
- Click the Add Note button to start the process.
- Enter your note in the textbox.
- Click the Save and Send Note button to send the message.
Viewing a Note in SCU
When clicking on the View in SC button, you go directly to the work order in Service Automation from MS Teams. Viewing the specific information pertaining to the work is available where you can perform additional interaction with the work order.
You need to be logged into Service Automation to be taken directly to the work order.
Adding Watchers to Work Order
From the MS Teams work order message, you can add watchers to the work order. This allows those new watchers to be informed about the work order.
- Click the Add Watchers button to open the modal.
- Add the email address(es) of the person(s) needing adding.
- Click the Add button to add the watchers.
Sharing within MS Teams
You can share a note with someone within MS Teams. The receiver can open the card and view the same information regarding the work order. There are two ways of sending a work order note in MS Teams. You can share by:
- Using the chat feature
- Tracking number link
- Within a chat, click the three buttons below the chat window to find the ServiceChannel Application.
- Type or paste the tracking number into the textbox.
- Send the ServiceChannel work order card within the chat.
- Right click on the WO tracking number and select Copy link.
Select another MS Teams users and paste the tracking number in the chat.
MS Teams will refresh with the visible work order card.
- Click the Send button to submit the work order card.
This is an optional feature. To enable, please contact your CSM Representative.