Post Incident record details into Microsoft teams channel

[Sai Kumar B]

Hello, Community members

Generally, We trigger notification to the users upon submission of tickets. We can also post the ticket details into MICROSOFT TEAMS CHANNEL using Flow designer and IntegrationHub. In this article, I'm gonna walk you through the process of posting ticket details into the Teams channel.

> To do this exercise we require Flow Designer, IntegrationHub in our instance. You can install the IntegrationHub plugin if it's not available in your Instance we get Microsoft teams Spoke by installing the IntegrationHub starter pack.

For more information related to the Plugin Installation and Package details refer to this ServiceNow documentation link - Request IntegrationHub

> To begin with, we have to create a Teams channel in MS teams

The newly created channel looks like below

> Step 2: In addition to the above step, We have to get a WebHook connector link to connect with ServiceNow. Click "Connectors"

Choose 'Incoming WebHook'

Upon Adding the above WebHook, Again Click connectors from the first PIC and Click configure as below

Give name to the WebHook and click Create

Upon creating the above WebHook, You get a link on the same page copy that, and store it somewhere

Once you click DONE you get the below in channel chat

> Step 3: Furthermore, Let's go to our Instance and Open Flow designer

a.) Choose Trigger condition as 'Incident Created'

b.) In Actions, Type Microsoft Teams and Click it and Choose 'Post Incident Details'

c.) Fill the information in spoke as below

• Paste the copied channel link in Webhook URL
  
• Choose the Incident record you created from data pill
• Give Title
• Give Additional message
• Override the default fields with Additional fields on the form
• Give Theme color, If not given system will consider will default

> Step 4: Save and Activate the Flow designer and Test by creating an Incident record

• Upon creating the Incident record, You get the below Ticket Card in your Teams channel and it's a Default card with ticket details
• Upon clicking the "View Incident Record" system will take you to the platform view of Incident record

> Step 5: In conclusion, You can also work on similar Spokes related to Microsoft Teams such as Post Message, Post Change Details, and Post Problem Details.

Tip: You can customize the above message by modifying the MSTeamsMessageBuilder script include

References: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/integrationhub/reference...

Please give your valuable feedback and post comments if any corrections are required 😊

Regards,
Sai Kumar Bolisetty

[Harneet Sital]

Quite insightful! Thanks for sharing.

[Abhishek Barik]

Thanks for sharing your knowledge

[Community Alums]

I have requirement of sending message to a perticular user instead of channel ? Can we achieve that also?

[mev]

Great article, thanks for sharing!  I have 2 questions.. Does anybody know how to accomplish the following in regards to this integration/flow:

1. Include an MS Teams Tag
2. Modify or Add another "View Incident" button so that user can be directed to the record in the Mobile Agent app?

Thanks,

Patrick

[YummyAmericano]

Love this! Your instructions are clear and easy to follow. Great work! Thank you.

[ChrisUSC84]

I am running in Global as a system user, but I get the following error "Unable to load connection with alias ID". Other teams functions work in our PROD environment.

[karan15]

I have activated integrationHub Starter Spoke so that we can send message to certain teams channel if there is update to major incident using flow designer however am getting following error and cant seem to see a way to make it work 

[Kachu]

How can i send message directly to the user instead of channel and team?

[Harini17]

Hello Sai, I am trying to post a message about incident record to MS teams channel from ServiceNow. It is working fine. I am trying to add a field of type URL in the message. I would like to send it as a clickable link. Can you help me how it can be done? Please refer attached screenshot where Team Link is the field. I am able to post the URL in the message but can it be a clickable link?

[Anamika G V]

Hi Sai,

I have requirement to create channels based on Incidents. Am able to achieve the requirement. Only issue is when channel is created and with the 1st post message, the user who created flow name is appearing I want to set this to system admin users. Request you to help with the query.

Please find the attached screenshot. The part marked with black pen needs to be System Admin instead of flow creator's name.

[Debby Shea Ande]

This information will soon be outdated as Microsoft has just announced the retirement of its connectors app in Microsoft Teams. It is going to be replaced with the Workflows app (Power Automate) for Teams.

I am looking for information on how to reconfigure the existing webhooks and will post here if/when I am able to find it.