Post Incident record details into Microsoft teams channel

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

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