Work with work items in Microsoft Teams

You can take various actions in Teams that immediately sync with work items in your service project.

Add comments

To comment on a work item:

1. Select Reply on the work item card.

2. Enter your reply.

3. Select Send.

Comments show to anyone with access to the card.

Add internal notes

To add internal notes to work items:

1. Select Reply on the work item card from the agent channel.

2. Enter your reply.

3. Select Send as private note before selecting Send.

The message only posts to other agents in the agent channel. The requester won’t see any private notes.

Approve or decline requests

If approval requests are set up for your project, anyone who needs to approve a request receives a direct message from Assist.

To approve or decline a request:

1. Review the request, using View details to open the work item in your service project.

2. Select the relevant button on the work item card in your chat with Assist.

   1. Select Approve to approve the request.

   2. Select Decline to decline it.

Once you approve or decline the request, the card displays a timestamped notification recording your decision.

Assign a work item to yourself

To assign a work item to yourself, select Take it on the work item card in the agent channel.

Change the status of a work item

Before you can change a work item’s status, first assign it to yourself.

Once assigned, to change the status of a work item:

1. Visit the Assist tab.

2. Select Requests.

   1. If you have requests open as a customer, you need to select My work items in the menu to see those assigned to you as an agent.

3. Once you find the work item to transition, select a new status from the menu.

4. Select Save.

You can close a work item directly from the card in the agent channel.

View work item details

To see all of a work item’s fields, use the View details button on the card. This option shows in both the agent channel and in the Assist app home.