Sending Microsoft Teams Notifications to the Caller When an Incident Is Created in ServiceNow

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Overview

This article explains how to send an automatic Microsoft Teams notification to the Caller whenever an Incident is created on their behalf in ServiceNow.
The notification will include:

• Incident Number

• Short Description

• A clickable link

• The link opens the Incident in Self-Service (ESS) View

• The message is delivered directly to the caller’s Teams chat

This enhances end-user communication and ensures that callers instantly receive visibility into their submitted or delegated incidents.

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1. Storing the Caller’s Microsoft Teams Chat ID

To send a Teams message, we need the Chat ID of the 1:1 conversation between your Teams App and the caller.

How to retrieve Chat ID (one time only)

1. Go to Microsoft Graph Explorer:
   https://developer.microsoft.com/en-us/graph/graph-explorer

     2.Run:

               GET https://graph.microsoft.com/v1.0/me/chats

      3. Look for a chat with:

                "chatType": "oneOnOne"

      4. Copy the id value

                  Example:   19:525552f8-3cc4-4705-b101-95cea1d45675f_75d4ab02-1d0f-4051-9d9a-c0b677f0a621@unq.gbl.spaces

       5. Save it to the Caller’s user record in ServiceNow:

           Field → correlation_id
           Value → Chat ID

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2. Required Permissions for Sending Teams Messages

Your Azure App used for integration must have these Microsoft Graph Delegated Permissions:

Permission Description

ChatMessage.Send	Allows sending a chat message
Chat.ReadWrite	Allows posting in 1:1 or group chats
User.Read	Mandatory basic scope

If missing, you will receive:

         Missing scope permissions: ChatMessage.Send, Chat.ReadWrite

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3. Creating the REST Message in ServiceNow

Endpoint

POST https://graph.microsoft.com/v1.0/chats/${chatid}/messages

Headers

Name Value

Authorization	Bearer ${access_token}
Content-Type	application/json

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4. Final Working JSON to Send to the Caller (ESS View Support)

Replace devXXXX with your instance name.

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5. Business Rule Example: Send Teams Message to Caller

Trigger: After Insert on Incident table
Script:

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6. What the Caller Sees in Teams

The user receives a message:

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A new incident has been created on your behalf.
Incident Number: INC0012345
Short Description: Email access not working

🔗 Click here to view your Incident
(Loads in ESS View)

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Conclusion

By integrating ServiceNow with Microsoft Teams, you can automatically notify callers when incidents are created for them. Using the encoded uri= technique ensures the record opens in Self-Service View, improving the user experience.

This approach can be extended to:

• HR Cases

• Service Catalog Requests

• Approvals

• Assignment Notifications

• SLA Breach Alerts