Integrate ServiceNow with MS Teams

[testp21]

Hi,

I want to integrate ServiceNow with MS Teams in such a way that whenever an incident is created, updated and closed, a notification is sent to caller_id & assigned_to on MS Teams. Do we have any OOB solution for this or stepwise guide to complete the integration?

[Sriramachandra]

you want to utilize teams with spoke or simply teams UI macro

[testp21]

Can you help me with the both? 

[Amit Pandey · Accepted solution]

The steps are available in ServiceNow docs here:

https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/notification...

High level steps, also listed here:

1. Install Microsoft Teams app on your instance.
2. Log in to Microsoft Teams with your Teams admin account and accept the permissions for the app.
3. Install the Now Action Zip package into Microsoft Teams Tenant Apps Catalog
4. Configure message content.
5. Create Messaging Notification.
6. Connect individual Now Action on MS Teams to ServiceNow account.
7. Configure individual Notification preferences on ServiceNow.

Note- Zip package can be found on https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0690098. You need to login to access.

[Sumanth16]

Hi @testp21 ,

Please refer to below thread:

https://www.servicenow.com/community/ms-teams-articles/faqs-on-ms-teams-integrations-updated-septemb...

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,

Sumanth Meda