Integrating MS teams with SDP MSP using Webhooks
Overview:
ServiceDesk Plus MSP seamlessly integrates with MS Teams to create a collaboration between the apps whenever any incidents takes place. This integration automatically posts updates about new requests from ServiceDesk Plus MSP to the associated MS Teams channel with the relevant details. As a result, updates are communicated promptly within MS Teams, leading to faster issue resolution and an efficient teamwork. Let's explore the integration procedure.
Table of contents:
- Objective
- Integration Process
- Creating Connectors
- Configuring Webhook
- Creating Custom Trigger
- Points to be noted
Objective:
To post messages to the Microsoft Teams channel whenever a request is created in SDP MSP, using Connectors and ServiceDesk Plus's webhooks.
Integration Process:
Step 1 - Creating a connector:
To begin with, we need to create a connector for the Microsoft Teams channel where we will post messages. In MS Teams, select the desired channel and click the three dots next to its name. Then choose 'Connectors'.
In the connectors dialog box, locate 'Incoming Webhooks' and click Add. After adding, click the three dots next to the channel name again and select Connectors.
Next to Incoming Webhooks, click 'Configure'. You'll be prompted to provide a name for the Incoming Webhook. Enter a name of your choice and click 'Create'. You can change the picture for the Incoming Webhook optionally.
After creation, an endpoint URL will be provided. Copy this URL and store it securely, as it will be used later in the process.
We have now set up a connector for the Microsoft Teams channel and generated an endpoint URL. The next step is to configure the webhook.
Step 2 - Configuring Webhook:
In ServiceDesk Plus, navigate to Admin -> Developer Space -> Webhooks and click +New under the Request module. This will take us to the webhook configuration page.
Fill in the Name and Description fields as needed. Choose 'POST' for the HTTP method. In the URL field, paste the URL copied in Step 1. Then, fill in the Request Payload.
In the Request Payload, specify the message to be posted in the Microsoft Teams channel using JSON format. For example, if the message should read "Hey, a new request has been created," the Request Payload will be as below,
In the Request Payload, specify the message to be posted in the Microsoft Teams channel using JSON format. For example, if the message should read "Hey, a new request has been created," the Request Payload will be as below,
We can also include dynamic content in the message. For instance, to include the Request ID, use the dollar ($) variable. Type $ in the 'text' field to see a list the request parameters, and select Request ID.
Once all details are entered, click Save. We will then need to configure a custom trigger to execute this webhook.
Step 3 - Creating Custom Trigger:
Navigate to Admin -> Automation -> Custom Triggers. Under the Request module, create a Trigger group, and then click +Add Trigger.
Provide a name for the trigger. In the 'Execute on actions' field, select 'Created' to post messages when a request is created.
Configure the 'Execute during', 'Cascade execution', and 'Condition' fields as required. Under Actions, select Webhook from the drop-down menu, and choose the webhook which was created. Click Save.
From now on, every time a request is created, a message will be posted in the configured Microsoft Teams channel.
Points to be noted:
(i) We can include formatting options in the message content. Microsoft Teams supports the following formatting:
- Bold Text : **bold text**
- Italic Text : _italic text_
- Strikethrough Text : ~~strikethrough text~~
- Bold and Italic Text : **_bold and italic text_**
(ii) The connector's endpoint URL, copied in Step 1, should be kept confidential. Anyone with this URL can post messages to the channel.
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