Set up Microsoft Teams as a contact method for an on-call escalation

Enable users to receive Microsoft Teams notifications for an on-call escalation.

Before you begin

User should have Microsoft Teams user credentials.

Role required: admin

Procedure

  1. 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.

    For information on Virtual Agent permission policies, see Manage Now Virtual Agent permission policies.

  2. Select Microsoft Teams as your preferred notification channel while defining the escalation settings for a user group.
    For information on escalation settings, see Escalation and reminder settings for rosters.
  3. For the required user group, create a trigger rule that uses the On-Call: Assign by Acknowledgement trigger workflow.

    If a user or shift manager sets the preferred contact channel as Microsoft Teams, a notification is sent to the user in Microsoft Teams along with the actions that a user can perform.

    For information on creating a trigger rule, see Create an escalation trigger rule.