How to initiate chat to a group in MS Teams on incident creation in ServiceNow

[skumar_srbh]

HI All,

I am looking for the possibility/option if we can initiate a group chat atomically towards Microsoft Teams on an incident creation in ServiceNow. Has any1 configured like this...

Any leads will be helpful.

Thanks!!!

[sourav1999]

- Create a workflow in ServiceNow to initiate a chat in MS Teams
- Configure the workflow to trigger when a new incident is created
- Use the MS Teams API to send a message to the group
- Include the incident details in the message body for the group to review

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[skumar_srbh]

@sourav1999 could you please share the workflow action name which we need to use for this, I couldn't find.

[Riya Verma]

Hi @skumar_srbh ,

Hope you are doing great.

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);

[Yasin101]

 Hi @Riya Verma I am planning to integrate Major incident Management with Teams. Can i add vendors too (who are working on MIM) in internal Teams channel?