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ServiceNow integration to facilitate ChatOps

Integration with ServiceNow for chatops for things like incident management (just keeping up with slack). Old way was ticket comes in the emails and IM's are exchanged. With Teams integration, the helpdesk ticket could come in and automatically posts the new ticket into a support channel in Teams. Support person acknowledges the ticket in our support system, which again posts on Teams that the ticket has been acknowledged by the person in Support. Everyone in the support team knows that a ticket has come in, that it is being handled, others are able to chime in if help if needed, and as resolutions come in, all will be able see and reference that solution should this problem occur again.

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Steve DeLuca shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

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  • Adrienne Chambers commented  ·   ·  Flag as inappropriate

    It would also be nice if we could have a view to ServiceNow Dashboards in Teams so that we could proactively handle issues watch for new issues coming in.

  • Anonymous commented  ·   ·  Flag as inappropriate

    yes i also like the idea of a servicenow connector to log the incident in the first place '@servicenow log an incident about xyz' then the thread could start from this

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