Hi Everyone,
Good Day!
I just have some thoughts when gone through the scenarios like, when the Incident has been raised and in case if support team who works on the incident need to communicate with the caller for getting more details related to it or any clarification needed about the same, we ll set the state to "on hold" and "Awaiting for caller response". In addition we ll be updating the additional comments and notification gets triggered to the respective caller and we ll be awaiting till he/she respond back. In case if the Incident is of "Critical" or "High" priority we need to keep on updating the comments...It ll be slow stopper to fix the issue on right time.
In order to avoid such circumstances, we can integrate our serviceNow system with the real chat used by the organization for an instance: Skype or Teams.
To achieve this, below steps will helps in implementing the same.
Based on the application used across in the organization they can use skype/teams.
Integrating ServiceNow with Skype
Step 1: Create a new image (skype)
Step 2: Create a UI Macro (skypeChat) as shown in below image
Step 3: Open the dictionary entry of caller id in the incident table
Step 4:In the attribute add the UI macro name "skypeChat" [Reference below image]
Step 5: Now, open any incident ticket now you should be able to view the skype image in caller id
Step 6: When you click on the image, it will open the skype window of the caller based on email id
Explanation of Code:
- Image tag is to bring the image created in step1
- Reference details fields holds all the reference field details, in which 1st array holds the caller_id
- 1st array returns the caller id
- onclick of the image on the form, based on caller id it will query the user table and return the email id of the user
- opens in the top of the window
- you can make skype as the default app by the settings
Integrating ServiceNow with Teams:
Step 1: Create a new image (teams)
Step 2: Create a UI Macro (teamChat) as shown in below image
Step 3: Open the dictionary entry of caller id in the incident table
Step 4:In the attribute add the UI macro name "teamChat" [Reference below image]
Step 5: Now, open any incident ticket now you should be able to view the teams image in caller id
Step 6: When you click on the image, it will open the skype window of the caller based on email id
Explanation of Code:
- Image tag is to bring the image created in step1
- Reference details fields holds all the reference field details, in which 1st array holds the caller_id
- 1st array returns the caller id
- onclick of the image on the form, based on caller id it will query the user table and return the email id of the user
- opens in the top of the window
- you can make skype as the default app by the settings
Hope its helpful!
Thanks,
Priyanka R
