Customize Actionable Notifications for Teams

[Bartosz Bednars]

Hi All,

I am trying to create my own actionable notification for Teams using business rules. My goal is to make something similar to MS Teams: Send comment to caller notification from IT Service Management for Microsoft 365 application where user can respond to a comment and the comment will be saved to the INC. I want to do something similar but for other fields (e.g. work notes). I analyzed the code behind the BR and I can customize my notification card but I am not able to handle the response from user. I noticed that when the response from notification arrives, SN triggers Execute Action action with a predefined payload where a handler is defined. I would like to change the handler to a custom one:

"action_name":"send_reply","action_identifier":"com.snc.ms_teams","action_handler":"sn_now_teams.MSTeamsMessageActionsTaskHandler"

Unfortunately, I do not really know how this action is triggered as Flow Designer only shows it was a background script as a trigger.

Do you know how I can handle the response from MS Teams chat via BR? I know that I can do it using Virtual Agent, but I would like to do it using actionable notifications as user experience there is better.

[Sravan Krishna]

Hi @Bartosz Bednars 

Are you able to achieve this? Please help me i also want to implement similar thing

[kmtron]

Given the widespread use of Microsoft Teams, it would be expected that ServiceNow products support these notification system by deafult