check before: 2025-12-01
Product:
Copilot, Microsoft 365 Copilot
Platform:
Online, Web, World tenant
Status:
Launched
Change type:
Feature update, User impact, Admin impact
Links:
Details:
Summary:
The ServiceNow Tickets Copilot connector will now ingest both active and inactive tickets by default, enabling more frequent and accurate ticket status updates in Microsoft 365 Copilot. Admins can modify query filters to include inactive tickets. This update rolls out from late December 2025 to late February 2026.
Details:
[Introduction]
We are improving the ServiceNow Tickets Copilot connector to ensure more accurate and timely ticket status updates in Microsoft 365 Copilot. Previously, inactive ServiceNow tickets were not ingested, which could lead to outdated or incomplete status information in Copilot responses. With this enhancement, the connector now ingests both active and inactive tickets by default. Admins can also edit the data query filter in existing connections to include inactive tickets, enabling more accurate insights and higher‑quality Copilot responses based on real ticket data.
This message is associated with Microsoft 365 Roadmap ID 505437.
[When this will happen:]
Public Preview (Worldwide): Beginning late December 2025 and completing by late January 2026.
General Availability (Worldwide): Beginning late January 2026 and completing by late February 2026.
Change Category:
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Scope:
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Release Phase:
General Availability, Preview
Created:
2026-01-24
updated:
2026-01-24
Public Preview Start Date
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Task Type
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Docu to Check
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MS How does it affect me
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MS Preperations
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MS Urgency
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MS workload name
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linked item details
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summary for non-techies**
The ServiceNow Tickets Copilot connector update now includes both active and inactive tickets in its updates, ensuring more accurate and comprehensive data when using Microsoft 365 Copilot.
Direct effects for Operations**
Inaccurate Ticket Status Information
Without preparation, users may receive outdated or incomplete ticket status information in Copilot responses, leading to confusion and inefficiency in handling support requests.
- roles: End Users, Helpdesk Staff
- references: https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=505437
Increased Admin Workload
Admins may face an increased workload to review and modify query filters for existing connections to include inactive tickets, potentially leading to delays in response times if not managed properly.
- roles: System Administrators, IT Support Staff
- references: https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=505437
Configutation Options**
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Data Protection**
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explanation for non-techies**
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** AI generated content. This information must be reviewed before use.
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Last updated 7 days ago ago
