Sending a notification from ServiceNow to Microsoft Teams?

[theBeastMaster]

Is it possible to send a notification to the user on microsoft teams?

For eg: when comments are added to the incident record, caller should be notified on microsoft teams instead of email notification.

Note: Ask here is to notify user on individual chat and not on a particular channel on teams.

[theBeastMaster · Accepted solution]

Yes, possible via two apps provided by ServiceNow "Now Actions" and "Virtual Agent"

[Abhijit4]

Were you able to implement it by using Now Actions? 

Can somebody help me here Sending notification from ServiceNow to Team integration using Messaging notification plugins. with resolution?

Thanks and Regards,
Abhijit

[Kumar2101]

Hi @theBeastMaster ,

To Implement messaging notification to teams through "Now Actions", We need "com.glide.notification.messaging" plugin. Does anyone know if there is a licensing cost for having this plugin enabled?

Regards,

Kumar.

[Yasser Al Kindi]

Where are these apps to be found? I've looked in applications and plugins, and they cannot be found. Is there a plugin that needs to be installed first?

[Chris D]

Just to clarify, you need to be using Virtual Agent in ServiceNow for the Virtual Agent Teams chatbot app plus all users need to manually link their Teams account to their ServiceNow account before they can receive notifications from the Virtual Agent. It's an easy two-click process, but unfortunately it can't be done automatically so you'll need to ensure users do that.

9/2023 Update: Auto-linking of accounts has since been added so users no longer need to do the additional two clicks. See docs for details: Account linking in pre-built messaging integrations (servicenow.com)