sending Individual user notification from servicenow to microsoft teams

Kumar2101
Tera Contributor

‎10-31-2023 04:34 AM

Hi,

 

Does any implemented sending Notifications from ServcieNow to Microsoft teams user chat through NowActions App.
Notifications should deliver individual user not to any channel.

Kindly help if any one implemented this feature.

 

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Anand Kumar P
Giga Patron
Giga Patron

‎10-31-2023 04:52 AM

Hi @Kumar2101 ,

Configure actionable notifications in ServiceNow to trigger notification to teams user.
There will be business rule will trigger to send notifications

AnandKumarP_0-1698752975546.png

These are custom actionable notification which make use of some of the VA APIs, but does not trigger from sys_notification table. These run on BRs on sysapprover_approval table.
All BRs here => https://youinstnace.service-now.com/sys_script_list.do?sysparm_query=collectionSTARTSWITHsysapproval...

Coming to the issue:
For notification with approve and reject buttons this BR runs
MS teams: approval notification => https://yourinstance.service-now.com/nav_to.do?uri=sys_script.do?sys_id=7e27df5853e6101016adddeeff7b...
Within the BR we are checking for condition => new MSTeamsApprovalNotificationUtil().checkApprovalActionable(current) ==> if you look at the script include condition making sure the short_description field is NOT NULL for any item it will trigger above business rules and that will trigger script include and send notifcation as card to MS Teams user.

Please mark it as solution proposed and helpful if it works for you.

Thanks,

Anand

 

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Kumar2101
Tera Contributor
In response to Anand Kumar P

‎10-31-2023 06:01 AM

Hi @Anand Kumar P ,

 

The link which you provided are your instance related links which are not getting loaded for me. It is asking for credentials when I am clicking on the links.
Can you help me in basic scripting which need to be written in messaging content forum to deliver individual notification to user.

 

Thanks,
Kumar.

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Kumar2101
Tera Contributor
In response to Anand Kumar P

‎10-31-2023 06:40 AM

Hi @Anand Kumar P 
I need to get notifications to individual user not only for approval or reject ones. I need to get notifications to individual user if the incident is created or cancelled or there is any update in the incident and so on....

Is there any possibility like that?

 

Thanks,

Kumar.

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Anand Kumar P
Giga Patron
Giga Patron
In response to Kumar2101

‎10-31-2023 09:53 AM

Hi @Kumar2101 ,
 If you need actionable notifications for approvals, then creating that as a notification provider like I've done above has some drawbacks. Installing the plugin Microsoft Integrations – Core [sn_now_teams] enables actionable approval notifications that allows the agent to enter approval comments and approve/reject (this notifications seem to appear even when in an active conversation). I don't believe this approval notification is as configurable as provider notifications are, as the actional approval notification enabled via the sn_now_teams plugin isn't a provider notification, but rather seems like a notification that is triggered and built within via a script (MSTeamsApprovalNotificationUtil.buildCardFieldsObj()). 
Yes you will get notifications to individual user if the incident is created or cancelled as well.

Please refer below link
https://docs.servicenow.com/en-US/bundle/vancouver-it-service-management/page/product/itsm-virtual-a... 
https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/virtual-agent/task/... 

Thanks,

Anand

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