What is the process to integrate teams with ServiceNow incident?

[Reddy4811]

Dear All, @Ankur Bawiskar @Sohail Khilji 

We would like to integrate teams with ServiceNow to ease the process by chatting with the caller directly from the incident form  (to redirect teams app) and that chat should be synched with incident additional comments.

Where other user from the group can see the comments/chat between the caller and supporter/engineer.

Please help me with the process/procedure to achieve it.

I am not sure which plugin to be installed.

Thanks for your help

[Dr Atul G- LNG]

Hi @Reddy4811 

https://www.servicenow.com/community/itsm-forum/is-it-possible-to-create-incident-by-teams-chat/td-p....

[Jitendra Diwak1]

Hi @Reddy4811,

To integrate Microsoft Teams with ServiceNow for seamless communication, you can utilize the "Teams Integration" plugin available in the ServiceNow store. Here's a general procedure to achieve this:

1. **Install the Plugin**:
- Go to the ServiceNow store and search for the "Teams Integration" plugin.
- Install the plugin in your ServiceNow instance.

2. **Configure Teams Integration**:
- Once installed, configure the plugin with your Microsoft Teams account.
- Provide necessary permissions for the integration to access Teams chat functionalities.

3. **Enable Chat from Incident Form**:
- Customize the incident form layout to include a chat option.
- This can be done by adding a new field or a UI action that triggers the Teams chat.

4. **Synchronize Chat with Incident Comments**:
- Ensure that the chat messages exchanged between the caller and the supporter/engineer are synced with the incident form.
- You may need to develop a custom script or use the capabilities provided by the plugin to achieve this synchronization.

5. **Visibility for Other Users**:
- Make sure that other users from the group have access to view the incident form and its related comments/chat history.
- Configure the access permissions accordingly to allow relevant users to view the chat history.

6. **Testing and Training**:
- Conduct thorough testing to ensure that the integration works as expected.
- Train your team members on how to use the new chat feature within the incident form.

7. **Documentation and Support**:
- Document the integration process and provide support resources for troubleshooting.
- Keep track of any updates or changes in the plugin or ServiceNow platform that might affect the integration.

By following these steps and utilizing the "Teams Integration" plugin, you can seamlessly integrate Microsoft Teams with ServiceNow to facilitate direct communication between callers and support/engineering teams, with synchronized chat history within the incident form.

Please accept my solution if it resolves your issue and thumps 👍 up 

Thanks 

Jitendra 

[Sohail Khilji]

Hi @Reddy4811 ,

We would like to integrate teams with ServiceNow to ease the process by chatting with the caller directly from the incident form :

For this requirement you need to create a UI macro near the caller field which will show teams logo icon next to the caller field which when clicked will open the Chat window of team to start your communication with the caller.

Here are the steps :

https://www.servicenow.com/community/itsm-articles/teams-integration-with-incidents-start-new-chat-f...

chat should be synched with incident additional comments:

For this you would need to create a integation via rest message to copy the chat to worknote or additional comments. Or create a UI action  which copys the callers chat to worknotes or additional comments.

[Subhash Kaushal]

Hi @Reddy4811 

There are two main plugins for integrating Microsoft Teams with ServiceNow:

 * Conversational Integration with Microsoft Teams plugin (sn_va_teams): This plugin enables you to create a chat bot using ServiceNow Virtual Agent that can interact with users within Microsoft Teams. Users can then use the chat bot to submit incidents, track requests, and access knowledge base articles, all without leaving Teams.

 * Microsoft Teams Spoke for ServiceNow Integration Hub: This plugin allows you to send notifications and updates from ServiceNow to a dedicated channel in Microsoft Teams. This can help to keep team members informed about the latest developments on incidents or requests that they are involved in.

Regards,

Subhash

https://subhashkaushal.in