Thank you for sharing your knowledge, waiting for next team video Please share how to custom to default field like we just want to show the incident. Number and short description nothing less 👍👍👍 Thanks
Hello, As I can see you are using admin account for service now which I don't have right now. So If I asked my admin to provide with the access and then I can do this and later it can be revoked??? Or we would require to keep this admin access always to use this thing??? Once integrated then we don't require the admin access right??
Morning..thanks for the note. I'm afraid I havent looked at Teams integrations for ageeeessss. Justin Meadows has some good videos on here that may help there.
How would you go about setting this up if you wanted the MS Teams message to be sent to the contact of the incident? Would you replace the webhook url to incident>contact>email?
Hey..sorry on the delay..busy time of year :). Honestly..with this one its been a loooonnngggg time since I've messed on Teams with SN and so would have to delve into a bit to remind myself. Try posting on the community as I'm sure someone will have come across that int he 1yr 1/2 since I last looked at it. Let me know how it goes as sounds interesting.
Hey..just replied to your mail and community post. Check this out..hope it helps. learn.microsoft.com/en-us/graph/api/chatmessage-post?view=graph-rest-1.0&tabs=http.
Thanks for the video. I just started implementing the same and was stuck in this situation:: Is one Webhook sufficient for any or all channels or should we create a webhook each time for a channel. I have the requirement of notifying multiple groups on MS Teams.
Hi..I guess that'd go in line with how MS teams is set up and what the group/channel architecture is there. If we assume each assignment group/team has a MS group then sounds responsible to configure a webhook per channel as the message sending is specific to that channel/group. As with many things in SN...set it up/play around (in a controlled/non prod environment of course :)) and see what does/doesn't work (that's all part of the fun)!
Just came across this video and found it very informative so I have also subscribed. I have a an issue as the webhook app doesn't seem to be available in our corporation. Something I need to look into. But once that is sorted I would like to do a pilot as we do have a use case based on assignee rather than group. There is a dispatcher function and so assignees would like to receive a Teams message when they have been assigned a Request / Incident. Do you have any ideas surrounding that use case?
Thanks for the comment. Gosh this vid was a while back. 400 is usually a bad request and so would look at syntax in any strings youve got. From memory and the quick look at the vid, theres not a lot to it to go wrong.
Thanks for the video. We've been using this for a while now, very useful. I wonder if we can have it when an incident is updated, that it adds things like assigned to on the same thread...one day maybe :)
Thanks Ed..a comment is always appreciated. I guess with this you have to pay attention to how you structure your teams/channels in Teams to ensure the right people get the right message? i.e. Some collaboration between Teams admins & ServiceNow admins on setup. Be interested on what challenges (if any) you've seen there?
Just a quick question around using this. I have configured it on my dev just for testing and it's working but if I would do it for different groups, does this mean I have to add each teams channel per assignment group?
Hi sorry for the delay and thanks for the comment. I don’t have HR installed and haven’t played with it to be honest. However suspect you can change the table name and add the details...or perhaps copy the incident action in the hr scope then change the details of the action..then use it. Not a great reply I know but would need to have a look...as with many things in SN.. “anything is possible” ;)
WoW! sorry completely missed this!!! There is a way to reply back but think that's another spoke. You can send a card over as a message and click a link on the card. I haven't played with teams integration in quite a while and so may well have changed. Justin Meadow's did some good vids on this I believe and so check on his channel perhaps. Again..sorry missed this for so long.
hmmm good question. Since I did this vid there has been a couple more spokes I have yet to explore but absolutely believe there's something out there. I'll be doing some more ms teams vids at some point..so watch this space. Until then..@Justin Meadows did some great vids on teams not long back.
Thanks for the video, was searching for this all along. One question though, do we need to have admin access in our Service Now instance to create all these flows?.
Hi, thanks for the comment. As long as the spoke is installed/actions are there you could set it up with flow_designer, flow_operator roles as flow designer is focused on low code configuration and really allowing non admins to setup. I would caveat that with...admins of course need to be ready for that and have the process/governance in place to allow that. :)
Hey.. thanks the comment 😀. Stay tuned as I have a vid on that coming up. Sends out an approval to teams and allows to click on a button with the message to approve..all from teams. It’s been a bit delayed but it’s coming 😄
Hi..sorry for the delay. See link to docs on the spoke in Paris version: docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/integrationhub/reference/microsoft-teams-spoke.html
Thanks for the video. Is there any reason you couldn’t get ServiceNow just to email the channel if you only wanted a single alert? You can set up email addresses for individual channels. That way you don’t need the Integration hub or Teams Spoke?
Never tried that approach but technically nothing to stop you if it works :)..My personal preference is to steer clear of email integrations if I can and only add them if I have to or if its a tactical approach leading to a larger strategy. Having said that..I may play with your approach as do like to be nosey and see what we can make ServiceNow do :)
Great video, thank you for sharing! Does anybody know how to include an MS Teams tag/mention by chance? Also, does anybody know how to modify or add another "View Incident" button that would work with the Mobile Agent app? That button only redirects users to the desktop UI, which doesn't work on mobile devices. Thanks!
Thanks for the comment.. I’ll take a “pass” on this one 😀. Haven’t played with team int in a while but they’ve def improved and added to it. Have a project coming up with it so may find something. Check out the community perhaps. And def keep me posted!
Hey, thanks for the comment! It’s been a while since I looked at that but from memory that was an action for incident..could always extend the scope and create your own actions..as with most things in ServiceNow..anything is possible 😀
ouuuuuuuuuuu good question..apologies for the delay. In context I guess it would be difficult to pick up which conversations on that channel relate to which card/incident since multiple cards/notifications can be sent to one channel. I have read something about taking conversations back though so its something I want to explore...so watch this space :) The other part of me would say we need to consider the use case guidelines/policies when we add solutions like this. E.g. We can push to MS teams to notify the resolver team (to speed up response perhaps) but all resolution activity should take place within the SN ticket (challenge :) ). Will be interesting times (with even more collaboration tools than ever before) to see 1. what collab tool integrations become more spokes to SN but more so how those are managed, administered and governed and where the boundaries are set....a long winded reply but I like the debate :)
@@ServiceNerd Thanks for the response. We are now exploring the graph API get conversations from a channel and then archive the channel. That is the only option that we could think of to save those conversations back to the incident.
@@sudheerch9401 Great stuff!...sounds v clever :) I'll have to check though out when I get chance. If you get chance document it on the community or do a vid. Feel free to link from here. Thanks again. Happy coding!
That’s for the comment. My flow designer looks different to yours? I don’t know what version you are on but this one is on Quebec so that maybe it. I put all the versions I do the vids on in the description for future ref. Thanks again.
Thanks alot - great demo, very clear. Would you mind doing a demo a similar scenario (in this case, inbound email action). An inbound email is sent by customer to an 'Agent Group' mailbox. Based on specified text in the email subject or Body, using flow designer, trigger an incident to be auto created and auto assigned to the 'Agent Group' in ServiceNow.
Awesome! thanks for comment..apologies for the delay (didn't pop up). I may have done this on another demo (If I've understood right)..try this one: th-cam.com/video/qCgn0gWCfS0/w-d-xo.html
Thanks for the comment. Gosh this vid was a while back. 400 is usually a bad request and so would look at syntax in any strings youve got. From memory and the quick look at the vid, theres not a lot to it to go wrong.
Thank you for sharing your knowledge, waiting for next team video
Please share how to custom to default field like we just want to show the incident. Number and short description nothing less
👍👍👍
Thanks
Really Informative video...Learnt a good thing from this video...Thanks for the wonderful content
Awesome! Appreciate the comment. Keep coding..low code coding 😀
Hello, As I can see you are using admin account for service now which I don't have right now. So If I asked my admin to provide with the access and then I can do this and later it can be revoked??? Or we would require to keep this admin access always to use this thing??? Once integrated then we don't require the admin access right??
Unfortunately this doesn't work reliably.
How can we start a group conversation from MS TEAMs and copy the chat in work notes automatically. Can you show that also.
Morning..thanks for the note. I'm afraid I havent looked at Teams integrations for ageeeessss. Justin Meadows has some good videos on here that may help there.
How would you go about setting this up if you wanted the MS Teams message to be sent to the contact of the incident? Would you replace the webhook url to incident>contact>email?
Hey..sorry on the delay..busy time of year :). Honestly..with this one its been a loooonnngggg time since I've messed on Teams with SN and so would have to delve into a bit to remind myself. Try posting on the community as I'm sure someone will have come across that int he 1yr 1/2 since I last looked at it. Let me know how it goes as sounds interesting.
Instead of sending to a MS Teams channel can we send it individually to a person in an organization uses MS Teams ?
Hey..sorry on delay and thanks for the comment.. did you sort?
Have you been able to send an @mention using the MS Teams Graph spoke? I'm struggling with the array.object requirements.
Hey..just replied to your mail and community post. Check this out..hope it helps. learn.microsoft.com/en-us/graph/api/chatmessage-post?view=graph-rest-1.0&tabs=http.
Please keep me posted on this!
Any idea how to have SNOW send a message to the caller in Teams, rather than sending it to a channel?
Hey..thanks for the comment and apologies on the delay. Have you looked at the conversational ServiceNow to ms teams plug-in?
Thanks for the video.
I just started implementing the same and was stuck in this situation:: Is one Webhook sufficient for any or all channels or should we create a webhook each time for a channel. I have the requirement of notifying multiple groups on MS Teams.
Hi..I guess that'd go in line with how MS teams is set up and what the group/channel architecture is there. If we assume each assignment group/team has a MS group then sounds responsible to configure a webhook per channel as the message sending is specific to that channel/group. As with many things in SN...set it up/play around (in a controlled/non prod environment of course :)) and see what does/doesn't work (that's all part of the fun)!
Great video, thank you very much!
😀 awesome! Thanks for the comment.
Just came across this video and found it very informative so I have also subscribed. I have a an issue as the webhook app doesn't seem to be available in our corporation. Something I need to look into. But once that is sorted I would like to do a pilot as we do have a use case based on assignee rather than group. There is a dispatcher function and so assignees would like to receive a Teams message when they have been assigned a Request / Incident. Do you have any ideas surrounding that use case?
Awesome! Always wanted to do this. Thank you so much
Excellent! No problem 😀👍
not sure but when i try it iI have following error
Error: 400. Message: Bad payload received by generic incoming webhook.
Thanks for the comment. Gosh this vid was a while back. 400 is usually a bad request and so would look at syntax in any strings youve got. From memory and the quick look at the vid, theres not a lot to it to go wrong.
@@ServiceNerd oh ok am not too good with java script though :(
I thought it would work but ......
@@ServiceNerd do I need to check the link I got from copying ms teams webhook link ?
Thanks for the video. We've been using this for a while now, very useful. I wonder if we can have it when an incident is updated, that it adds things like assigned to on the same thread...one day maybe :)
Thanks Ed..a comment is always appreciated. I guess with this you have to pay attention to how you structure your teams/channels in Teams to ensure the right people get the right message? i.e. Some collaboration between Teams admins & ServiceNow admins on setup. Be interested on what challenges (if any) you've seen there?
Just a quick question around using this. I have configured it on my dev just for testing and it's working but if I would do it for different groups, does this mean I have to add each teams channel per assignment group?
How can it be done for user instead of channel ? i want to send an update to user on teams
Thank you for this video. I have question instead of Incident details how we can have HR case details ?
Thanks
Hi sorry for the delay and thanks for the comment. I don’t have HR installed and haven’t played with it to be honest. However suspect you can change the table name and add the details...or perhaps copy the incident action in the hr scope then change the details of the action..then use it. Not a great reply I know but would need to have a look...as with many things in SN.. “anything is possible” ;)
Is it possible to respond from teams to serivcenow after getting an update message???
WoW! sorry completely missed this!!! There is a way to reply back but think that's another spoke. You can send a card over as a message and click a link on the card. I haven't played with teams integration in quite a while and so may well have changed. Justin Meadow's did some good vids on this I believe and so check on his channel perhaps. Again..sorry missed this for so long.
What if I want to send message to a single user instead of channel.
hmmm good question. Since I did this vid there has been a couple more spokes I have yet to explore but absolutely believe there's something out there. I'll be doing some more ms teams vids at some point..so watch this space. Until then..@Justin Meadows did some great vids on teams not long back.
Thanks for the video, was searching for this all along. One question though, do we need to have admin access in our Service Now instance to create all these flows?.
Hi, thanks for the comment. As long as the spoke is installed/actions are there you could set it up with flow_designer, flow_operator roles as flow designer is focused on low code configuration and really allowing non admins to setup. I would caveat that with...admins of course need to be ready for that and have the process/governance in place to allow that. :)
How we configure Bi-Directional integration between teams to Servicenow? If we want to Send notification to caller of
teams?
Hey.. thanks the comment 😀. Stay tuned as I have a vid on that coming up. Sends out an approval to teams and allows to click on a button with the message to approve..all from teams. It’s been a bit delayed but it’s coming 😄
Is this integeration posisble with the Paris version of ServiceNow?
Hi..sorry for the delay. See link to docs on the spoke in Paris version:
docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/integrationhub/reference/microsoft-teams-spoke.html
Subscribed. Thanks for the video.
Ah brilliant!! Thanks for the sub and comment..start tuned.
Thanks for the video. Is there any reason you couldn’t get ServiceNow just to email the channel if you only wanted a single alert? You can set up email addresses for individual channels. That way you don’t need the Integration hub or Teams Spoke?
@spike sorry missed this message 😕
Never tried that approach but technically nothing to stop you if it works :)..My personal preference is to steer clear of email integrations if I can and only add them if I have to or if its a tactical approach leading to a larger strategy. Having said that..I may play with your approach as do like to be nosey and see what we can make ServiceNow do :)
@@ServiceNerd To be honest I’ve tried it and it works so a simple fix if a simple fix is what you need.
Great video, thank you for sharing! Does anybody know how to include an MS Teams tag/mention by chance? Also, does anybody know how to modify or add another "View Incident" button that would work with the Mobile Agent app? That button only redirects users to the desktop UI, which doesn't work on mobile devices. Thanks!
Thanks for the comment.. I’ll take a “pass” on this one 😀. Haven’t played with team int in a while but they’ve def improved and added to it. Have a project coming up with it so may find something. Check out the community perhaps. And def keep me posted!
Thanks for the video. Subscribed ^-^
Awesome!...thanks for the Sub!
Hi . Thanks for the video. Can this be used for other than Incident ?
Hey, thanks for the comment! It’s been a while since I looked at that but from memory that was an action for incident..could always extend the scope and create your own actions..as with most things in ServiceNow..anything is possible 😀
@@ServiceNerd Thank you for the response.
Could you post how the conversations in that channel can be added to the servicenow incident once we close the incident?
ouuuuuuuuuuu good question..apologies for the delay. In context I guess it would be difficult to pick up which conversations on that channel relate to which card/incident since multiple cards/notifications can be sent to one channel. I have read something about taking conversations back though so its something I want to explore...so watch this space :)
The other part of me would say we need to consider the use case guidelines/policies when we add solutions like this. E.g. We can push to MS teams to notify the resolver team (to speed up response perhaps) but all resolution activity should take place within the SN ticket (challenge :) ). Will be interesting times (with even more collaboration tools than ever before) to see 1. what collab tool integrations become more spokes to SN but more so how those are managed, administered and governed and where the boundaries are set....a long winded reply but I like the debate :)
@@ServiceNerd Thanks for the response.
We are now exploring the graph API get conversations from a channel and then archive the channel. That is the only option that we could think of to save those conversations back to the incident.
@@sudheerch9401 Great stuff!...sounds v clever :) I'll have to check though out when I get chance. If you get chance document it on the community or do a vid. Feel free to link from here. Thanks again. Happy coding!
Incoming Webhook is retrired by Microsoft and it's recommended to use workflow instead, Thanks
Why your Flow Designer looks so different??
That’s for the comment. My flow designer looks different to yours? I don’t know what version you are on but this one is on Quebec so that maybe it. I put all the versions I do the vids on in the description for future ref. Thanks again.
thanks for the video, very handy
Glad it helped!
thank you!
No problem!
Thanks alot - great demo, very clear. Would you mind doing a demo a similar scenario (in this case, inbound email action). An inbound email is sent by customer to an 'Agent Group' mailbox. Based on specified text in the email subject or Body, using flow designer, trigger an incident to be auto created and auto assigned to the 'Agent Group' in ServiceNow.
Found an earlier video...thanks --> th-cam.com/video/qCgn0gWCfS0/w-d-xo.html
Awesome! thanks for comment..apologies for the delay (didn't pop up). I may have done this on another demo (If I've understood right)..try this one: th-cam.com/video/qCgn0gWCfS0/w-d-xo.html
Good video.
Thanks!
Subscribed...
Wonderful! Glad to have you aboard!
not sure but when i try it iI have following error
Error: 400. Message: Bad payload received by generic incoming webhook.
Thanks for the comment. Gosh this vid was a while back. 400 is usually a bad request and so would look at syntax in any strings youve got. From memory and the quick look at the vid, theres not a lot to it to go wrong.