Playing an .mp3 file attached to the incident without downloading

[Cheski Frank]

Hi all,

Our telephony system allows customers to leave a voice mail behind after hours for non-critical incidents. This system creates an incident with an attached .mp3 file.

Our agents always have to download this file before they can open it. One of these agents asked if there was a way to play this .mp3 file from within ServiceNow.

Would anyone of you have a good idea?

Thanks and kind regards,

Cheski

[Martin iTSM]

Hey Frank,

you could eventually use Audio Files as documented here: https://docs.servicenow.com/en-US/bundle/vancouver-platform-user-interface/page/administer/navigatio...

Just did a quick test out of curiosity.
1. Upload/create a new audio file in [db_audio] (hope that would work for your scenario, must be mp3/ogg as far as i see) - guess you would need to create the file there via script from the existing mp3 in the incident.
2. SN automatically generates the HTML for it e.g.: <audio controls="controls" src="test_community.mp3"> </audio><span id="9ec39d3b475131106069c7de826d43e1_noimage" style="visibility:normal"/>
3. Create a HTML field on the incident (read-only)
4. Create an onLoad Client Script and populate the HTML into the field (tried with 2 different sounds in below screenshot)

Then you get something like this:

Seems to be working fine, although it might not get an award for the best design ever 😉 (maybe it can be tweaked with CSS)

But maybe this works for you (depends a bit on how many files will be there at some point)
I didn`t notice any long loading times - so it seems SN streams this in the background.

Hope this helps.

Cheers!

Martin

[Sohail Khilji]

Hi @Cheski Frank , @hamidch , @Martin iTSM 

Can i play a audio file using a businessiness rule when an incident is created ? any idea....

[Martin iTSM]

Hey Sohail,

i doubt that it is possible to playback a sound via a business rule for the simple reason that business rules are server side. So where should that sound play?

I would assume that your requirement is something like you e.g. have agents which would get a "sound notification" whenever a new incident is being created. So you want the sound to be played on the local client.

A quick search gave me some approach incorporating a widget in the portal.
https://developer.servicenow.com/connect.do#!/share/contents/5104788_incident_sound_alerts_widget?v=...

However; this would require agents to keep that portal page open at all times, which might not be their way of working - but still could be a starting point. I didn`t look into the widget - so no clue how stable, reliable or configurable it is. In your situation i would at least check it out - nothing to lose at this point i guess 😉

The main takeaway here is that you can`t play audio files via server code - even if you could, it wouldn`t be of any help in regards to the requirement.

Cheers!

Martin