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.
