Ticket status updates more frequently in ServiceNow Tickets Copilot connector [MC1221922]

Message ID: MC1221922

[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 Previously, inactive ServiceNow tickets were not ingested, which could lead to outdated or incomplete status information in Copilot responses.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.

[How this affects your organization:]

Who is affected:

• Admins who manage Copilot connectors with the ServiceNow Tickets connector enabled.
• Users who rely on Copilot to retrieve or summarize ServiceNow ticket information.
• A Microsoft 365 Copilot license is required to use this feature.

What will happen:

• Copilot connectors will ingest both active and inactive ServiceNow tickets by default.
• Ticket statuses will refresh more frequently and accurately in Copilot responses.
• Admins can edit existing connections’ query filters to include inactive tickets.
  • When creating or managing a ServiceNow Tickets connection, admins can navigate to the Content tab and modify the Query string to update the ingestion filter. This allows organizations to include both active and inactive tickets for more complete and accurate Copilot responses.

  Screenshot: ServiceNow Tickets connector – Content tab showing the Query string field

  

• The feature is enabled by default for all tenants using the connector.
• No user workflow changes are expected.

[What you can do to prepare:]

• Review the query filter for existing ServiceNow Tickets connections to ensure it includes active and inactive tickets.
• Update internal documentation related to Copilot ticket data ingestion.
• Communicate this change to internal ServiceNow or helpdesk stakeholders.

If no changes are needed to your query filter, no action is required.

[Compliance considerations:]

No compliance considerations identified, review as appropriate for your organization.

Source: Microsoft

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