Configure Microsoft Teams Chat History Archiving

Configure archiving for a Microsoft Teams integration to store conversation history with the Business Object record once it reaches the end of its Lifecycle. When the Business Object record reaches the end of its Lifecycle, the Teams channel is automatically archived.

Prerequisites:

• The third-party chat integration must be configured. See Configure Teams Chat for the Related Items Pane.
• The Business Object used by the chat integration must have a Lifecycle and final state set. See Define Lifecycle Properties for a Business Object.
  Important: For CSM 10.2.0 or later versions, use the Business Object Lifecycle Editor to add a Lifecycle to a Business Object. See: Open the Lifecycle Editor.

• Users who save the Business Object record in its final state must have privileges to save chat history. See Third-party Chat Integration Security Rights.

The Business Object used with the Microsoft Teams integration must be configured to store history, and chat-related attributes must be applied to the Group Member used to store history.

1. Create a Blueprint.
2. From the Object Manager, select the Business Object that is configured to integrate with Microsoft Teams (example: Select Incident).
3. Edit the Business Object, and then select Bus Ob Properties.
4. Select the History page.
5. From the Chat history drop-down list, select the Group Member that will store Teams conversations (example: Select Journal - Remote Support History).
6. Select OK.
7. From the Object Manager, edit the Group Member that will store Teams conversations (example: Edit Journal - Remote Support History from the Supporting objects tree).
8. Create or modify three text fields that will store data from Microsoft Teams with the following field settings. (General attributes are stored on the Advanced page for each field. See Define Advanced Properties for a Field.)
   • Chat Conversation
     • Description: Stores formatted conversations.
     • Field Length: Max allowed.
     • General attribute: ChatConversation.
   • Chat History
     • Description: Stores JSON from Microsoft Teams.
     • Field Length: Max allowed.
     • General attribute: HistoryDetails.
   • Chat Timestamp
     • Description: Adds date/time information to conversations.
     • Field Length: Max allowed.
     • General attribute: ChatConversationWithTime.
   The Chat Timestamp field is optional.
9. Publish the Blueprint.