ServiceNow - WhatsApp Integration

[Sujit Jadhav]

In this article, I will be providing a step-by-step overview as to how we can integrate WhatsApp with the Caller ID field of Incident form in the ServiceNow. 

Step-1 

Go to images table(db_image) and save your image that will be used as a clickable Icon. 

Step-2 

Go to UI Macros (sys_ui_macro) and create a new Macro. In the anchor tag we have copied the image link that was present on the image that we uploaded on the Image table. 

Step-3 

Update the Attribute of the Assigned To field and call the UI macro in the attribute. "WhatsApp" is the name of Macro that we have created. 

Step-4 

After Saving the attribute go to incident and open any incident form. You will see WhatsApp icon near the Caller field that we uploaded in image table. 

Step-5 

Update the UI macro code as mentioned below: 

Overall, this code seems to be generating a link/button, when we clicked on the WhatsApp image then chat window with a predefined message containing incident details, possibly in the context of an incident management system like ServiceNow appears. 

[GlideFather]

Wow, this is cool, @Sujit Jadhav, thanks!

BTW, do you know how it is very licenses/subscriptions? Is it per transaction/message or how?

[Sujit Jadhav]

No licenses/subscriptions is required.

[akhil0612]

very helpful @Sujit Jadhav 

[akhil0612]

 I am getting the above error while doing this Image save.