How to set MS Teams as preferred On-Call contact preference at On-Call Scheduling

[ShuRiseUp2023]

Right now, we only have SMS, Email, and Voice. How to add MS Teams and as the preferred contact method.

And how to migrate current On-Call assignments (users, dates etc.) from MS Teams to ServiceNow instance? History data can stay on Teams but no overlap. Do I need to manually create a On-Call schedule based on the MS Teams on-call schedule? Can they be synchronized? If not, is there easy way to import the Teams on-call assignments to ServiceNow On-Call Calendar?

Thanks in advance. 

[anand-bhosle]

@ShuRiseUp2023 

• You need to add teams as a preferred contact method (contact sources > new)
• Assign Teams as a User’s Preferred Method
• You also need Microsoft spoke for integration hub (if not already installed)
  • In Flow Designer, you’ll now have Microsoft Teams actions—use Post message in your on-call notification flow to send the alert into Teams.
• From MS Teams > go to Shifts > Export excel/csv
• Now you need to load this data into import set table  & map columns to cmn_rota or cmn_rota_entry or if you have the custom table for this & run the transform.
•  Scheduled Flow Designer flow calling Microsoft Graph’s Shifts API to upsert on-call entries 

Let me know if that helps

If I answered your questions, mark my response correct/helpful

Thanks

Anand

[ShuRiseUp2023]

Thank you @anand-bhosle  for your response. I still have questions: 

1. In the contact source the source type doesn't have Teams as a option. Only Email and Phone number are available. 

2. I have already installed Microsoft Team spoke. Which on-call notification flow you mentioned here? 

3. can you give details instruction for the last step: scheduled flow designer flow calling Microsoft Graph's Shifts API. 

Thank you so much! 

[anand-bhosle]

@ShuRiseUp2023 

1. I think its a plugin, once activated the teams option will appear.
2. If the spoke is already installed, look for "On-Call: Notify current on-call member(s)"
3. I assume Azure AD & credentials are already setup
   1. Register an Azure AD App >App registrations > New
   2. Grant application permission >Schedule.Read.All for Microsoft Graph >create client secret
   3. You need to store credentails
4. Then you need to create new flow here to complete the setup

https://www.servicenow.com/docs/csh?topicname=exploring-on-call-scheduling.html&version=latest 

These docs have more details about the entire on-call scheduling. Give it a Try and see how it goes. 

[ShuRiseUp2023]

Thank you @anand-bhosle so much. Still have questions

1. Which plugin need to be activated in order to show Teams as option?

I have gone through the docs. In order to use Teams as contact method, we need to ensure that your ServiceNow instance is configured for Conversational Integration with Microsoft Teams and the IT Service Management integration with Microsoft 365 plugin (sn_now_teams_it) is active. But in my PDI this plugin is not available. And In Teams I can't find ServiceNow for Microsoft Teams app as well. So I'm stuck here. Thanks for your help