Hello folks,
Recently we had a client requirement - To post a message(Ticket details) Into a channel .. so that someone from that channel can continuously monitor without logging into the ServiceNow instance.
That helps the client to quickly address the customer queries and get fewer escalations.
In order to configure that I used the IntegrationHub starter pack that gives us the Microsoft Teams Spoke and a Flow designer - for triggering conditions and message content.
Configurations steps:
1. Microsoft Teams channel:
-> Based on the client's requirement create either a public or private teams channel with appropriate users to post the message.
2. In order to connect with the ServiceNow Instance - we need the webhook URL from the connectors
3. Upon Adding the above WebHook, Again Click connectors following the above step and Click on configure as shown.
4. Give a name to the WebHook and click on Create.
5. Once upon giving the name you wanted and clicking on create this generates a link, Copy the link and save it handy.
6. Once you copy it and click on done, you will see a message in the channel saying the connection is through webhook.
Once the team's setup is done we will set the connection in our instance in Flow Designer.
--> Go to the application navigator, search for flow designer, and open it.
--> Add the required trigger conditions i.e. when you want to post a message in the channel.
--> Once the trigger conditions are set-uped .. go to the actions and search for teams.
**As you saw above if you need the work on available tables like change, incident and problem we can choose by default but if you need to work on other tables we need to mention the table in trigger condition.
Fill the fields above with the appropriate information you need:
Webhook URL: The URL you copied from Teams.
Title: The Title you want to display for each message pop-up.
Message: The content you want to showcase to the audience.
Action URL: The redirection URL when someone clicks on it.
Action Name: The display name of the URL.
Theme Color (Hex): The color of the message you want to display.
Reference links:
As always happy to hear some feedback.
Hit bookmark and mark it as helpful, it would mean a lot.
Thanks for reading, Have a great day!
Pradeep.
