How to send message with incident update details from ServiceNow toTeams

[Haceena Shaik]

Hi Team,

We have implemented, ServiceNow for teams integration.

We need to execute following Use case:

 -> When ever there is an update in incident, an incident post details has to be sent dynamically to caller/assigned to of that incident. (As message chat to teams.)

Please let us know the best approach and do needful.

Regards,

Haseena

[Abhijit4]

There are different ways to implement ServiceNow integration with Teams. How your current integration is implemented?

Thanks and Regards,
Abhijit
Community Rising Star 2022

[Haceena Shaik]

Hi Abhijit,

We have developed using flow designer with the help of channel and webhook url. But channel contains n number of users. So the update is not to specific user. We need dynamic  Post incident details message to be triggered to particular caller of that incident.

Regards,

Haseena

[Abhijit4]

Okay, this OOTB post incident details spokes/actions that you have used in flow designer accepts only webhook URL to send data to Teams channel. These Webhook URLs can be generated only for teams channel, this cannot be generated for individual users. So its not possible to send to individual users this way.

This might be possible via Virtual Agent Teams Integration or Now Actions Integration.

Let me know if you have any further queries.

Please mark this as Correct or Helpful if it helps.

Thanks and Regards,
Abhijit
Community Rising Star 2022

[Haceena Shaik]

Thanks for Reply Abhijit.

We intergrated ServiceNow Employee Center with Microsoft teams. In order to achieve this we created custom bot from Teams Side and configured in ServiceNow side.

Let us know how to proceed further. Do we to configure Now Virtual Agent again.

Please find the below screenshot

                                                            (Or) 

Is there any suggestion to proceed with already existing configuration.

Regards,

Haseena