Microsoft Teams : Integrating with Service Now – Part 2 – Creating Service Now incident from Power Automate

PowerAutomate - Service Now integration

Hi All,

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Use Case / Background: We are automating the process of creation of ServiceNow incident from Teams channel.

In last article – Microsoft Teams : Integrating with Service Now – Part 1 – Connecting to Service Now from Power Automate – we discussed how create ServiceNow connection from Power Automate.

In this article we will discuss Power Automate action to create incident in ServiceNow. In this article we will simple discuss how the very basic incident is created when any message is posted in Teams channel and in next upcoming articles we will go in depth.

Details / Steps :

  • Select the trigger for PowerAutomate. Since we need to create the ServiceNow incident when message is posted in Teams Channel, we will select the trigger – “When a new channel message is added ” as in below Fig 1
Power Automate - ServiceNow integration : Triggering Power Automate on new message creation in channel
Fig 1 : Power Automate – ServiceNow integration : Triggering Power Automate on new message creation in channel
  • Once we selected the respective trigger for Power Automate, we will select the respective Team and channel as in below Fig 2 and 3
Power Automate - ServiceNow integration : Selecting respective Team and Channel for triggering the Power Automate
Fig 2 : Power Automate – ServiceNow integration : Selecting respective Team and Channel for triggering the Power Automate
Power Automate - ServiceNow integration : Selecting respective Team and Channel for triggering the Power Automate
Fig 3 : Power Automate – ServiceNow integration : Selecting respective Team and Channel for triggering the Power Automate
  • Our next step will be adding ServiceNow “Create record” action to create the ServiceNow incident as in below Fig
Power Automate - ServiceNow integration : Selecting ServiceNow "Create Record" action to create incident in ServiceNow
Fig 4 : Power Automate – ServiceNow integration : Selecting ServiceNow “Create Record” action to create incident in ServiceNow
  • This ServiceNow “Create Record” action has lots of properties, in today’s article we will set few properties (required one) and test the Power Automate as in below Figures 5 and 6 :
  • Make sure option for “Record Type” is selected as “Incident
Fig 5 : Power Automate – ServiceNow integration : Setting the properties for ServiceNow incident
  • Set the other properties. We can use the values from Teams message as shown in below fig
Power Automate - ServiceNow integration : Setting values from Teams message to ServiceNow incident
Fig 6 : Power Automate – ServiceNow integration : Setting values from Teams message to ServiceNow incident
  • Here, I added admin account of ServiceNow as Caller and message body to Work notes properties as shown in below Fig
Fig 7 : Power Automate – ServiceNow integration : Setting the properties for ServiceNow incident
  • Once we are done setting ServiceNow incident property values we are ready to test the PowerAutomate .
  • I have one more Teams action “Post a message as the Flow bot to a user” but we will discuss this action in next article
Fig 7 : Power Automate – ServiceNow integration : PowerAutomate – ready to test

Testing the PowerAutomate :

  • Lets test our PowerAutomate. Here we will test manually as shown in below Fig
Power Automate - ServiceNow integration : Testing PowerAutomate manually
Fig 8 : Power Automate – ServiceNow integration : Testing PowerAutomate manually
  • Once we clicked on “Test” button at the bottom in Test pane, PowerAutomating for the action – to post/add message in respective Team and Channel as shown in below Fig
Power Automate - ServiceNow integration : PowerAutomate waiting for action in Teams. To post the message in selected Team and Channel
Fig 9 : Power Automate – ServiceNow integration : PowerAutomate waiting for action in Teams. To post the message in selected Team and Channel
  • Our next step will be posting message in Team channel as shown in below Fig. Here we are posting message in Team – “Demo_Team_EmailTemplates” and in “General” channel which is selected while adding PowerAutomate action as shown in below Fig
Power Automate - ServiceNow integration : Posting message in Selected Team and Channel in PowerAutomate
Fig 10 : Power Automate – ServiceNow integration : Posting message in Selected Team and Channel in PowerAutomate
  • Once, message posted in Teams successfully, if there are no issues PowerAutomate get executed successfully as shown in below Fig
Power Automate - ServiceNow integration : PowerAutomate executed successfully :)
Fig 11 : Power Automate – ServiceNow integration : PowerAutomate executed successfully 🙂
  • We are ready to go to ServiceNow and verify whether incident is created successfully or not
  • As shown in below Fig 12 and 13, our ServiceNow ticket is created successfully 🙂
Power Automate - ServiceNow integration : After posting message ServiceNow incident is created
Fig 12 : Power Automate – ServiceNow integration : After posting message ServiceNow incident is created
Power Automate - ServiceNow integration : After posting message ServiceNow incident is created
Fig 13 : Power Automate – ServiceNow integration : After posting message ServiceNow incident is created

We will stop here, in next article we will discuss in more depth about the few ServieNow incident properties and how to return the incident number back to the assignee – user to whom ticket is assigned.

Thanks for reading 🙂 Feel free to discuss / comments / questions 🙂 SHARING IS CARING 🙂

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