Automating Conference Call Placement for Major Incident Management using Notify Connector

[Michael Helms]

Hello ServiceNow Community,

We are currently working on implementing a solution for Major Incident Management. As part of this project, we have successfully set up the Notify Connector for Microsoft Teams, which enables us to manually initiate conference calls through a Major Incident record.

One of our requirements is to automate the process of placing a conference call at a specific point in the incident management workflow. However, I haven't been able to find any documentation or examples on how to execute the necessary commands server-side within ServiceNow.

Ideally, we'd like to create a Flow Designer action that leverages the Notify API to automate this process. Has anyone had success in implementing a similar solution or have any insights on how to achieve this functionality?

Thanks in advance,

Mike

[Bharath38]

Hello @Michael Helms ,

Were you able to implement this by any chance.

Thank you

[Geoff_T]

Hey @Michael Helms the answer is in this article (credit to Ayush Goel):

https://www.servicenow.com/community/itsm-articles/start-a-conference-call-programmatically-for-cust...

I've tested and it works.

What I've also experimented with is automating a conference call already tied to an Incident Communication Task (and Communication Plan) so that it carries through to the MI workbench view. For this I am passing 

incident_alert_task table and associated sys_id. Initial testing looking pretty good.