ServiceNow integration with MS Teams

[sbrahaspati]

Hey can someone help me with the below question.

Can we integrate Service Now with Teams? If Yes so can we do the below task

1. Can we sent notification in teams channel/group about it's been 24 hrs ticket(incident) is not updated.

2. Can we sent notification in teams channel/group about SLA will breach in next 2 hrs or something like that?

3. Can we sent notification in teams channel/group about you have an ticket(incident) assign which is in Open/Assigned state).

[Dr Atul G- LNG]

Hi @sbrahaspati 

I have never done MS Team and SN integration but as per experience, it is doable. And you can use flow and action to send these reminders.

[kenchepavan]

Hi @sbrahaspati

Yes, ServiceNow can be integrated with Microsoft Teams to enable notifications and collaboration. The integration is typically done using the **ServiceNow Virtual Agent for Teams**, **Microsoft Teams Integration Spoke**, or custom APIs. All the tasks you've listed are possible with this integration.

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### **How It Works**
ServiceNow integrates with Teams via:
1. **Microsoft Teams Spoke (IntegrationHub):**
- Prebuilt actions to send messages to Teams channels or users.
- Requires IntegrationHub subscription.

2. **ServiceNow Virtual Agent for Teams:**
- Enables conversations and notifications directly in Teams.

3. **Custom Webhooks/API Integration:**
- Use Teams Webhooks or Graph API to send messages from ServiceNow.

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### **Task-Specific Solutions**

#### **1. Notify about tickets not updated for 24 hours**
- **Approach:**
- Create a scheduled job or scheduled script execution in ServiceNow to check incidents not updated in the past 24 hours.
- Use the Microsoft Teams Spoke action **Post Message to Teams Channel** to send a notification to a specific channel or group.

- **Steps:**
1. Create a scheduled job to run every hour/day.
2. Query the `incident` table for tickets not updated in 24 hours.
3. Use the Teams Spoke to post a message.

#### **2. Notify about SLA breaches in 2 hours**
- **Approach:**
- Leverage SLA breach notifications in ServiceNow.
- Trigger a Flow Designer flow when the SLA breach is about to occur.
- Use Teams Spoke to notify about the SLA breach.

- **Steps:**
1. Configure SLA definitions with appropriate warning conditions.
2. Set up a Flow Designer flow triggered by SLA warnings.
3. Add an action to send a message to Teams.

#### **3. Notify about assigned tickets**
- **Approach:**
- Use Flow Designer to trigger when an incident is assigned or updated.
- Send a message directly to the assigned user's Teams chat or a team channel.

- **Steps:**
1. Configure a Flow Designer flow triggered by updates to `assignment_group` or `assigned_to`.
2. Use the Teams Spoke action **Post Message to Teams User** or **Channel** to notify.

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### **Example: Notification Flow**
1. **Trigger Condition:** Incident table update (e.g., state changes or SLA warnings).
2. **Action:** Use Teams Spoke actions to send notifications:
- Post a message to a channel with details like ticket number, urgency, and next steps.

### **Benefits of Teams Integration**
- Real-time collaboration and updates.
- Centralized communication.
- SLA and task monitoring directly in Teams.