ServiceNow Teams Notifications PoC
Write-up for a Service Now to Teams notifications for customers PoC
The Problem I have been seeing in my Help Desk position is that people aren’t aware that their incident or request has been updated. They may only check their email once every day, or less. I usually had to reach out to them personally through Teams and update them (which I don’t mind), but I’d like them to be notified right away through Service Now.
I do have a concern about “over-notification”, as sometimes people don’t like to be notified through Teams and prefer Email. I could build out an option to “opt-out” and basically add an attribute to the user, if they have that attribute, they won’t be notified through Teams.
Power Automate Workflow
This step was simple, as it’s just a PoC right now. I plan to flesh this out based off feedback from my team and users
First I set up an endpoint in Power Automate using the “When an HTTP request is received” option
I set the Endpoint to accept email, incident number, webpage link, and the short description field.
I then created the Teams step to Post as a flow bot in a chat. The Service Now integrations with Teams that I have found have all been based around communication within channels, not sent straight to the customer.
I sent the message based off the users email from Service Now and added the Short Description and Incident Number to the message. I embedded the link for ease of access based off the link sent from Service Now as well.
Service Now Business Rule
This part is pretty cool. I generated a script using ChatGPT that will pull the users necessary info and send the POST message to the Endpoint. With a little bit of editing, I was able to get this working and send the necessary information. I’ll link the script here.
I wanted this to only be sent when the Additional Comment field is updated, kind of how email notifications work in Service Now. These are the settings I have used.
Demonstration
Make a new Incident (gave the user my school email):
Make an additional Comment:
And look for the Teams notification:
Conclusion
Overall, I think this went well. A little bit of a hiccup with trying to use the flow designer instead of business rules, but I got what I wanted! Of course, we’ll probably want some sort of action in Power Automate if they are unable to send the message to the user. I think ultimately, we can build out a 2-way API integration with a Teams Bot to submit incidents and requests fully on Teams with the ability to track them and get regular updates from them.
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