ServiceNow integration with Microsoft teams for module Major incident

[Ioannis Zapanti]

Hello , 

we are trying to integrate Major incident workbench communicate tab with Microsoft teams.

Basically when a major incident is accepted , a teams chat needs to be automatically create into Teams.

My question now is , i have found a way to do it from Notify connector , but notify connector is referencing only into calls , which is something we dont want. We only want the creation of chat.

We also have an already existing Self configured app for agent chat on production env which we dont want to touch.

Thanks

[Mahathi]

 Hi @Ioannis Zapanti ,

i found this in one of the community articles, it looks relevant to your request: 

To create an incident from Microsoft Teams chat in ServiceNow, you can use the Teams Integration with Incidents feature in ServiceNow. This integration allows you to start a new chat from the Incident form using Microsoft Deep Link and UI Macros.

Here are the steps to create an incident from Microsoft Teams chat in ServiceNow:

1. Activate Microsoft Teams as a chat provider in ServiceNow. You can navigate to "Major Security Incident Management > Chat Provider Configuration" and select the Microsoft Teams record. Reference

2. Identify the appropriate event or condition that triggers the group chat initiation. Write a business rule script in ServiceNow that executes the chat initiation when the condition is met. Reference

3. Configure the Teams Integration with Incidents to start a new chat from the Incident form. This involves using Microsoft Deep Link and UI Macros. Reference

By following these steps, you will be able to create an incident in ServiceNow by inputting the system issue in Microsoft Teams chat.
Reference:
https://www.servicenow.com/community/itsm-forum/is-it-possible-to-create-incident-by-teams-chat/td-p...

If my answer helped in any way, please mark it as ✅Correct & 👍Helpful

Thanks,
Mahathi

[Ioannis Zapanti]

@Mahathi  thanks for the reply , but i am looking for MIM workbench , not for Major security incident.

When we promote an incident to major incident.

Thanks

[Yasin101]

Hi @Mahathi I am planning for Major incident Management integration with Teams. So can i add Vendors too (who are working on MIM) in Internal Teams channel?

[Mahathi]

Hi @Ioannis Zapanti ,

Not sure if you have already looked at this document : 

https://docs.servicenow.com/bundle/washingtondc-employee-service-management/page/product/sn-teams/ta...

Found an FAQ as well:

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

If my answer helped in any way, please mark it as ✅Correct & 👍Helpful

Thanks,

Mahathi