Enable Teams or Conference Call from Major Incident Workbench

[Folac]

Hi all,

We are currently in the process of implementing Major Incident Management (MIM) in ServiceNow and are looking to enable the ability for a Major Incident Manager to initiate either a conference call or a Microsoft Teams meeting directly from the Major Incident Workbench once a major incident is confirmed.

I’ve gone through various documentation, but there seem to be multiple approaches, and I’m not entirely sure which one applies in our scenario.

So far, we have:

• Configured MIM Communication Plans (email)
• Installed and authorized the Notify Connector
• Set up initial communication workflows

However, I do not see any option to select or initiate a Teams meeting or conference call from the Communication Tasks or related links in the Workbench.

Looking for guidance on:

• The recommended way to enable Teams meetings or conference bridge calls from the Major Incident Workbench
• Whether this requires additional components such as:
  • Microsoft Teams Spoke
  • IntegrationHub / Flow Designer configuration
  • Custom integrations (e.g., Microsoft Graph API)
  • I need to enable the option to select a Teams meeting or a conference call in the Communication Task related links for Major Incident Management.

Any insights, documentation pointers, or implementation examples would be greatly appreciated.

Thanks in advance!

[Tanushree Maiti]

Hi  @Folac 

Refer:

KB2538571 Automatic initiation of MS Teams Call from Major Incident Workbench 

Use Notify connector for Microsoft Teams with a major incident 

Notify connector for Microsoft Teams 

Ensure following app/plugin(sn_notify_msteams) is in place:

Notify Connector for Microsoft Teams 

Key features

• Promote Chat to Call: Enable an agent to promote a live chat with an employee to a call, leading to faster ticket resolution.
• Start and end Microsoft Teams meeting directly from any record such as an incident or a task or from the major incident workbench.
• Manage a Microsoft Teams meeting by adding or removing participants.
• Track and report the meeting details such as meeting duration and attendees for further analysis.
• For calls requiring higher-touch resolution, an agent can promote a Chat to a Microsoft Teams Call, directly from Agent Workspace. Requires - Agent Chat (Plugin).

[Folac]

Hi Maiti,

Thanks for your response. I already have Notify installed; however, I’m still unable to see the Collaborate Team under the Workbench.

Could you please advise on what I might be missing or any additional steps I should take?