SOW and Incident Communication

[Nenad Berbatovi]

Hello,

In SOW, when I'm in Major Incident, I have Communicate tab, with New Communication button. When I click on it, I can create a new communication, with several options. One of them is channel. I can choose between email and slack. As we have MS Teams integration, with the option where we can start a Teams chat from an INC, I'm wondering if it's possible to add MS Teams chat to email and slack option?

Best regards,

Nenad

[Omender Singh]

Hi Nenad,
We already have Teams integrated so we can start chats/calls from the incident, but it doesn’t show up as a separate option in the New Communication dialog by default. From what I see, only channels that have a dedicated communication‑channel configuration (like email and Slack) appear there.
In theory we could add Teams as its own channel, but that would need additional setup and some customization on top of the standard Teams integration.

Thanks
O P Singh
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[Nenad Berbatovi]

Yes, that's exactly what I saw as well. I wanted do know if it's possible to add it as its own channel and how OOTB. But, what I understand it's not possible. 😞 

[Ankur Bawiskar]

@Nenad Berbatovi 

check this

Use Notify connector for Microsoft Teams with a major incident 

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[Nenad Berbatovi]

Hello,

thank you for your help. I think this one could be more helpful : Manage calls using Meeting Extensions • Xanadu Employee Service Management • Docs | ServiceNow

Regards,

Nenad