Can ServiceNow integrate with Teams to handle incidents through conversations?

[IChenFeng]

Can ServiceNow integrate with Teams to handle incidents through conversations?

[MackI]

HI @IChenFeng 

It's maybe possible but make sure the MS Team has an E6 Licence.

[Community Alums]

Hi @IChenFeng ,

To configure this functionality, you will need to follow these steps:

1. Set up the Microsoft Teams integration in ServiceNow:

   • Configure the inbound and outbound webhook integrations between ServiceNow and Microsoft Teams.
   • Validate the integration by sending a test notification from ServiceNow to a Teams channel.

2. Define the business rule for incident creation:

   • Identify the appropriate event or condition that triggers the group chat initiation.
   • Write a business rule script in ServiceNow that executes when an incident is created.
   • Within the script, use the Microsoft Teams API or the ServiceNow integration actions to send a notification to the designated Teams channel.

Below is reference script to integrate in BR :

(function executeRule(current) {
  // Fetch the necessary details from the incident record
  var incidentNumber = current.number;
  var incidentShortDescription = current.short_description;

  // Define the message content for the Teams notification
  var message = "An incident has been created in ServiceNow:\n\n";
  message += "Incident Number: " + incidentNumber + "\n";
  message += "Short Description: " + incidentShortDescription + "\n";

  // Invoke the Microsoft Teams API or ServiceNow integration action to send the notification
  // Use the appropriate endpoint or method based on your chosen integration approach

  // Add any additional logic or customization as required

})(current);

More on installation : https://www.servicenow.com/community/virtual-agent-nlu-articles/conversational-integration-with-micr...