Good Morning,
I managed to get Change Requests triggering this morning to Teams but it broke Slack.. sigh
I will try and detail the steps for you:
Side Note: I am on the San Diego release so it may differ for you.
So, one thing that helped me understand what was going on is by updating the following system property:
com.snc.process_flow.reporting.level - set value to = TRACE (all caps)
This way when you trigger a provider notification you can see the flow logs, this is turned off by default in the MS Teams integrations.
To see the logs go to from the nav
1) Process Automation > Flow Designer > Flow Administration > Today's Executions
2) Choose a record
3) Under Related Links click on "Open in Operations View"
Update the system property again for Production, best not to leave it on.
So, setup of MS Teams
1) Install Plugin "Conversational Integration with Microsoft Teams" sn_va_teams
2) Logout and back in again (I have found it helps with the new menu showing up)
3) In the nav search for "Messaging Apps Integration"
4) Wait a couple of seconds for the install button to be enabled, link instance to MS Teams (receive warning of third party site)
5) Check "Enable notifications for all users"
6) Check "Automatically link SNow user profiles" (Should be on already but good to check)
7) Open Teams, install "Now Virtual Agent"
😎 Say "hello" to ensure a connection is there and wait for a response
9) Say yes to linking your account back to SNow
10) Send a one word commend of "notification" to the bot, this will ask if you want to subscribe to notifications (not on by default... little annoying)
Notification Provider Setup - I have confirmed this works for incident and change, still need to test for request:
1) Go back to SNow and search for "provider"
2) go to System Notification > Provider > Notifications
3) Ensure the application scope is set to "Global" <- super important
4) Click New
My record setup:
Trigger = Record Change
Updated = Checked
Table = Incident
Active = Checked
Conditions = Additional comments > Changes
Under tab "Who will receive" Recipients Listed in fields = Caller
5) Hit save
6) Related Tabs appear at the bottom, go to Contents
7) Click UI Action "New Provider Content"
😎 Choose "Virtual Agent Content - Chat"
9) Fill out the mandatory fields
10) Click update to go back to the previous page
11) Now it also needs a common content provider as well to work. On a previous family release this was an option when you click on the UI Action "New Provider Content", but on the San Diego release it is missing
12) Back to the nav: System Notification > Provider > Content
13) Under the Class Column look for "Notification Common Content"
14) Open a record with this class
15) Update the notification field to the new notification you created and do an insert and stay
16) Fill out any fields if needed
... Finally test it out.... but make sure you test with a different account.. i.e. your the caller but the comment comes from an engineer otherwise it won't trigger because of these Business Rules:
"MS Teams: Send comment to requester" - Change Request
"MS Teams: Send comment to caller" - Incident
Go to System Notification > Provider > Logs to review logs
Also check the system logs for any connection errors.
I hope this helps
Kind Regards
Ashley
