Is it possible to create incident by teams chat?

[Hank Woo]

Hi All.

I'm newvy in servicenow ITSM.

Our team want to use e-mail and teams chat for creating and checking instances.

E-mail setting is fine but i have some trouble with teams.

I already make instance to notify incident creation. Please check image.

This is my question.

Is it possible to create Incident in teams chat similar to e-mail inbound action?

I want to create incident by inputing "our system is down" on teams chat.

BR.

[AshishKM]

Hi @Hank Woo , 

Yes, ServiceNow & Teams can be integrate for incident creation process.

Refer below links for learning and understanding

https://www.youtube.com/watch?v=pk0a_uEy11U

https://www.youtube.com/watch?v=oLqZav4eZfc

-Thanks,

AshishKMishra

[Deepak Shaerma · Accepted solution]

Hi @Hank Woo 

To create an incident from Microsoft Teams chat in ServiceNow, you can use the Teams Integration with Incidents feature in ServiceNow. This integration allows you to start a new chat from the Incident form using Microsoft Deep Link and UI Macros.

Here are the steps to create an incident from Microsoft Teams chat in ServiceNow:

1. Activate Microsoft Teams as a chat provider in ServiceNow. You can navigate to "Major Security Incident Management > Chat Provider Configuration" and select the Microsoft Teams record. Reference

2. Identify the appropriate event or condition that triggers the group chat initiation. Write a business rule script in ServiceNow that executes the chat initiation when the condition is met. Reference

3. Configure the Teams Integration with Incidents to start a new chat from the Incident form. This involves using Microsoft Deep Link and UI Macros. Reference

By following these steps, you will be able to create an incident in ServiceNow by inputting the system issue in Microsoft Teams chat.

Please mark this response as correct and helpful if it helps

[Hank Woo]

Hi @Deepak Shaerma

I cannot find Major Security Incident Management > Chat Provider Configuration.

Do i have to install any modules?
Our Instance has only ITSM module.

[Dr Atul G- LNG]

For this, you need to activate the SIR plugin first. and it need roles as per SIR.