check before: 2026-01-01
Product:
Copilot
Platform:
Web, World tenant
Status:
In development
Change type:
Links:
Details:
ServiceNow Tickets Copilot connector did not use to correctly update the ticket status because of not ingesting inactive tickets. But now, the connector updates the change in ticket status more frequently. Additionally, users can now edit the data query filter to include inactive tickets even for existing connections. By default, copilot connectors now ingest both active & inactive tickets to ensure better quality responses in Copilot connectors.
Change Category:
XXXXXXX ... free basic plan only
Scope:
XXXXXXX ... free basic plan only
Release Phase:
General Availability, Preview
Created:
2025-11-17
updated:
2025-11-17
Public Preview Start Date
XXXXXXX ... free basic plan only
Docu to Check
XXXXXXX ... free basic plan only
MS workload name
XXXXXXX ... free basic plan only
summary for non-techies**
XXXXXXX ... free basic plan only
Direct effects for Operations**
Increased Ticket Management Efficiency
With the new updates, users may experience a surge in ticket updates, leading to potential confusion or overwhelm if they are not prepared for the increased frequency of notifications and status changes.
- roles: IT Support Staff, Service Desk Agents
- references: https://www.servicenow.com/products/ticketing.html" target="_blank" rel="nofollow noopener noreferrer">https://www.servicenow.com/products/ticketing.html, https://www.microsoft.com/en-us/microsoft-365/copilot
" target="_blank" rel="nofollow noopener noreferrer">https://www.microsoft.com/en-us/microsoft-365/copilot
User Experience with Copilot
The ability to edit data query filters may lead to incorrect configurations if users are not adequately trained, resulting in inaccurate ticket status updates and user frustration.
- roles: End Users, IT Administrators
- references: https://www.microsoft.com/en-us/microsoft-365/copilot, https://www.servicenow.com/products/ticketing.html" target="_blank" rel="nofollow noopener noreferrer">https://www.servicenow.com/products/ticketing.html
Configutation Options**
XXXXXXX ... paid membership only
explanation for non-techies**
XXXXXXX ... free basic plan only
** AI generated content. This information must be reviewed before use.
a free basic plan is required to see more details. Sign up here
A cloudsocut.one plan is required to see all the changed details. If you are already a customer, choose login.
If you are new to cloudscout.one please choose a plan.
Last updated 3 weeks ago ago
