Start a Teams Chat from Enterprise Service Management

Overview

This article describes how to use the integration with Microsoft Teams to start a chat in Teams from within Enterprise Service Management (ESM). Individuals can start Teams chats from two places in ESM:

What materials do I need?

  • Internet connectivity
  • TDWorkManagement license
  • MS Teams license/access
Important
This feature must be enabled by ESM Ticketing App Administrators before the capability described below becomes available.

Starting a Teams Chat from a Ticket

Individuals can start a Teams chat with members of their organization directly from a ticket detail page, using a new option in the Actions menu. Follow these steps to start a Teams chat:

  1. From the Ticket Detail page click Actions.
  2. Click Start Teams Chat.
    Enterprise Service Management Ticket Details Action Button with Start Teams Chat highlighted
  3. On the Start Teams Chat dialog that opens, review the people associated with the current ticket and choose the ones you wish to chat with.
    Enterprise Service Management Start Teams Chat Dialog
  4. Optionally, use the Other Participants field to add additional individuals to the chat.
    Tip
    The list of people to select from corresponds to all active people within the ESM system.
  5. Optionally, the Chat Name can be changed to a more descriptive value if desired.
    Tip
    The Chat Name defaults to <Ticket Classification> #<Ticket Number> - <Ticket Title>. For example:
    • Service Request #100000 - Classroom Lab Setup
    • Incident #100001 - Building has no network connectivity
  6. Click Preview Participants to review the list of people to be included in the Tams chat to ensure that Teams was able to find the necessary people.
    Enterprise Service Management Start Teams Chat Preview Participants
    Important
    Matching is based on the persons' email address matching between Enterprise Service Management and Teams, so there may be times where a person is not able to be matched. There also may be people who are not available in Teams.
  7. Click Go to Teams to launch a Teams chat with the specified people and a link to the Ticket.
  8. A browser window, or tab, will open displaying a Do you want to allows this website to open "Microsoft Teams"? dialog. Click Allow.
  9. The Microsoft Teams app will load a new conversation chat window with the participates selected. The message field will be preloaded with a link to the ESM ticket, if entered the message. Click Send to begin the conversation.

Starting a Teams Chat or Call from the Mobile App

In the TeamDynamix mobile app, administrators can choose whether to display phone call and text buttons or Teams call and chat buttons. When Teams Chat is enabled, follow these steps to contact a person from within the TeamDynamix mobile app: 

  1. Login to both the Teams and TeamDynamix mobile apps.
  2. In the TeamDynamix mobile app, navigate to the Person Detail page (either through the search or from a ticket or other work item). 
  3. On the Person Detail page, tap the Call or Chat button for the person to start a call or chat in Teams.

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate  Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.

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