MS Teams Toolchains

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  Travis Depuy

  This is some really cool toolchaining! I love to see this kind of thing in the wild because it really shows people are thinking about how to streamline operations and processes using xMatters! 

  As Kam mentioned in the other post, here, the Teams bot will have slightly limited functionality, but there is still a lot that is possible without the bot. 

   

  1. Launch a MS Teams session for an active ServiceNow Incident through xMatters with a single click.
     --- MS Teams has a couple different organizational concepts. They have "teams" and they have "channels". I'm guessing you are referring to a channel. With just the Integration Builder tools, I was not able to successfully authenticate with the MS Teams API to create a channel, but I think this is a solvable problem from a technical perspective and I have a PM ticket out to the team to further investigate. (PM-5967). So I can't say 100% that we could do this with Teams today, it is definitely something we'd like to see sooner rather than later. 
     Instead, what we can do, is post a message to an existing channel, say a Major Incident channel or something. When we launch Flow Designer this is definitely something we'll be highlighting. Stay tuned ;)
     
     
  2. xMatters groups/users are then notified to join Teams session
     --- I don't see an explicit invite API call, and in Slack you can just post a message with @username to invite them. I suppose we could do this when they respond with a certain, or any, response, or choose a device and when the device is notified invite them to the channel. It also looks you can get a direct link to a channel, so we could include that in the notifications for people to click on. Either or both would be possible today. 
     
     
  3. xMatters users can join the Teams session with a single click
     -- We could actually do a "Join Channel" response option with a URL redirect to the channel. I'm not sure how that would work on mobile devices, but it certainly would work on email and browsers. 
     
     
  4. One or more xMatters Conference Bridges can be auto launched for all or some participants invited to the MS Teams session and they can join the xMatters conference bridge with a single click 
     -- Yep! This is pretty standard. 
     
     
  5. MS Teams Chat room dialog is recorded during Teams session and is attached to the Incident Ticket in ServiceNow
     -- I don't see an API call in the Teams API to get the channel transcript, so I'm not sure we'd be able to do that until they added the API call. You might want to bring this up to your MS sales rep. 
     
     
  6. Audio portion of xMatters Conference Bridge is captured and attached to the Incident Ticket in ServiceNow
     -- Not currently available, but I found (PM-4469) and added your name to it. 
     
     
  7. Audio portion of xMatters Conference Bridge is converted to a text transcript using voice to text translation and the transcript is attached to the Incident Ticket in ServiceNow
     -- Unfortunately, we currently don't have a way to capture an audio transcript of any calls, but we do have a PM ticket open for it (PM-5848) so I added you there as well. 
     
     
  8. Have the ability to have multiple MS Teams sessions (chat rooms) associated with a single ServiceNow Incident
     -- I think this is more of a process question. How would they be associated? I suppose you could have a new field in the SN Incident to hold the names of the channels. Or you could name them as INC1234-A, INC1234-B, but then I'm not sure why you would need different channels?
     
     
  9. While browsing through a ServiceNow Incident Ticket Action Diary, Chat Room Text File, Conference Bridge Audio Recording or Conference Bridge Voice to Text Transcript File - all playback files are time stamped and automated assist is provided that enables user to easily position all four of them at roughly the same time for easy playback and assessment of what was going on at that time across all Recovery efforts captured for that Incident. 
     -- To tie it all together! I think this could be a presentation piece or UI piece in the SN Incident as long as we got all the pieces assembled properly. 

   

  I hope that helps! It looks like we won't be able to hit all of those, but I think we can get you pretty close.

  Happy Tuesday!
     --- Travis

  February 05, 2019 18:39

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  Adam Peterson

  Any update on any of these?

  February 13, 2020 23:19

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  Adam Watson

  Hi Adam

  Yes, the MS Teams app/Bot for xMatters is now available in Teams.   More on that at https://help.xmatters.com/integrations/socialchat/microsoftteams.htm

  We also have a Teams step in xMatters to post to a channel using a channel web hook.  More on that at https://help.xmatters.com/ondemand/xmodwelcome/flowdesigner/microsoft-teams-steps.htm

  Finally, there are more steps for Teams being created and put on our GitHub pages all the time,  some may make it to the product in time, some may stay on git hub

  xMatters Labs for steps -> https://github.com/xmatters/xMatters-Labs-Flow-Steps

  MS Teams Channel steps -> https://github.com/xmatters/xm-labs-step-msteam-channels

   

  February 14, 2020 13:43

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