In every company, it is crucial to have effective, efficient communication, such as the ability to alert your team about new urgent issues, or let a customer know you’ve responded. Thanks to API integration and webhooks, Vivantio makes sending messages to applications such as Microsoft Teams from your department easy. If your organisation uses Slack instead, you can find a tutorial on sending out communication from Slack here.
This tutorial will show you how to configure this in Microsoft Teams and provides two examples of using notifications in the Vivantio platform.
To connect Vivantio to Microsoft Teams, you’ll need:
- Vivantio ITSM
- Admin access to your Vivantio Instance
- Permissions in MS Teams to create, update and remove connectors for the Team you wish to post to
CONFIGURATION IN MS TEAMS
Begin by logging into Microsoft Teams (MS Teams). You will then go to:
If it’s not already installed for the selected MS Teams group, add and install Incoming Webhook. Otherwise, configure Incoming Webhook.
Enter a name for your webhook (this will be the username associated with messages sent into MS Teams), upload a custom image if desired, and select Create.
Next, copy the URL that is created, circled in red below. This will later be used to set up the webhook in Vivantio.
CONFIGURATION IN VIVANTIO
Log into Vivantio, open the Admin Area. Navigate to:
Then select the ticket type you want the webhook to be available for.
Enter a name for your webhook.
Next, navigate to the Basic Details tab and enter the following information:
- Request URL: Paste here the URL produced when you configured the incoming webhook in MS Teams.
- HTTP Method: POST
- Response Content Type: application/json
This next step, filling out the parameters tab, is optional. Set up parameters for the webhook by selecting Add. These are either values the technician will be prompted to complete, or populated automatically from the ticket. In this example, we have created a multi-line text field for a technician to enter the message that they wish to send into MS Teams.
Now, fill out the Request Body tab.
For the Request Content Type field, select application/json. The Body Template will contain the information you wish to send in MS Teams notification, such as specific text, details from the ticket or a webhook parameter. Screenshots from the Request Body of two example webhooks are given below.
The last step before we can use our new webhook is to configure its roles. By default, there will be no roles assigned to the webhook. To update the roles, select the webhook and click Roles. Drag the roles you want the webhook available for into Current Roles.
Now let’s put the webhooks we set up into action!
You can use your webhook to send ad hoc notifications into MS Teams directly from a ticket window or you can execute your webhook through Trigger Rules. Two examples are given below:
There you have it! Now you can easily communicate to any team in MS Teams directly from Vivantio.