Notify Webex Connector for normal Incident tickets and not MIM Workbench

[devikas]

Hi All,

I would like to know if the Notify Webex connector can be used to initiate webex meetings for any Incident ticket and not just the Major Incident tickets. Also would like to know if there are any meeting conversations does it get populated somewhere in the ticket. How Exactly those meetings function. 

I am new to this area and had to achieve the ServiceNow Webex Integration for Initiating webex meetings from within the tickets. Any help or experience in this area will be greatly helpful.

Thank,

Devika Shukla

[Punit S]

Yes, the Notify Webex connector can be used to initiate Webex meetings for any incident ticket in ServiceNow, not just major incidents. You can configure the connector to create a Webex meeting from within the incident ticket by adding a Notify Webex action to the incident workflow.

When the Notify Webex action is triggered, it will create a Webex meeting and send the meeting information to the specified attendees via email or chat message. The meeting information will include the meeting URL, date and time, and any additional details you specify in the connector configuration.

Regarding your question about meeting conversations, the Notify Webex connector can be configured to log meeting activity back to the ServiceNow incident ticket. This means that any chat messages or recordings from the Webex meeting will be captured and displayed within the incident ticket for future reference.

To configure the Notify Webex connector in ServiceNow, you will need to have administrator privileges and follow the steps outlined in the connector documentation. This will involve setting up the connector credentials, configuring the Webex integration settings, and configuring the Notify Webex action in the incident workflow.

I would recommend consulting the ServiceNow documentation and Webex connector documentation for detailed instructions on how to set up and use the Notify Webex connector. Additionally, you may want to consider reaching out to the ServiceNow and/or Webex support teams for assistance with any specific configuration or troubleshooting issues.

Please mark my answer as a solution/helpful in case it adds value and moves you a step closer to your desired ServiceNow solution goal.

Thanks,
Punit

[devikas]

Thanks Punit for explaining this so well. I would also request you to give some insight about the below points.

1. Notify Webex action in the incident workflow - After reading the documentation for Notify Webex Connector, I was of the opinion that no Flow is needed to be configured for the Notify functionality and after completing all the configuration steps, by default a UI Action will be enabled to Initiate Meetings from within an Incident. Please correct me here and do share if you have any link to refer.

2. Sending Approval reminders in Webex - I also have a requirement to send out default WebEx messages for the Approvers in their WebEx. Can this be achieved using Notify Webex Connector or let me know if you are aware of any other 'Cisco Webex Teams' spoke action to achieve this.

3. What are the areas for which we need help from Webex Team apart from Create a Cisco Webex app. to achieve the mentioned Integration functionalities.

Greatly appreciate your response. Please do share any links, Documents that can help me in implementing this requirement.

Thanks,

Devika Shukla

[Punit S · Accepted solution]

Hi Devika,

I'll be happy to provide some insight on your questions:

1. Regarding the Notify Webex action in the incident workflow, it depends on your specific implementation and configuration. If you have configured the Notify Webex Connector correctly, then you should be able to use the UI Action to initiate meetings from within an Incident. However, it's also possible that additional configuration or customization may be required based on your specific use case. You can refer to the official documentation from Cisco for more information and guidance on how to configure the Notify Webex Connector: https://www.cisco.com/c/en/us/td/docs/cloud-systems-management/it-operations-management/connectors/n...

2. As far as I know, the Notify Webex Connector is primarily designed for sending notifications and initiating meetings. It may not have the capability to send default WebEx messages to approvers. However, you can potentially achieve this functionality using other Cisco Webex Teams APIs or integrations. For example, you could use the Webex Teams REST API to send messages to specific individuals or groups. You can refer to the official documentation from Cisco for more information on how to use the Webex Teams APIs: https://developer.webex.com/docs/api/getting-started

3. In addition to creating a Cisco Webex app and configuring the Notify Webex Connector, you may also need assistance from the Webex team in setting up and configuring other integrations or APIs, depending on your specific requirements. For example, if you need to integrate with other systems or applications, you may need guidance on how to use the appropriate APIs or connectors. You can reach out to Cisco support or consulting services for assistance with these types of tasks.

I hope this helps! Let me know if you have any further questions or need more information.

Please mark my answer as a solution/helpful in case it adds value and moves you a step closer to your desired ServiceNow solution goal.

Thanks,
Punit

[devikas]

Thanks Punit for helping me here. Its really helpful.