Cisco Webex Integration
Requirement:
Integrate WebEx teams with ServiceDesk Plus (On-Premise) application to notify team space in WebEx Teams whenever Severity – 1 and Severity – 2 incidents are reported.
Also, it would be easier if the alert message has the request field informations
Steps for creating a Webex BOT:
1. Refer to know more about BOTs: https://developer.webex.com/docs/bots
3. Add the BOT name and UserName
4. Type in the mandatory fields and click on the "Create Bot" button.
5. Copy the Access Token, this has to be updated in the attached script to establish the integration
Steps to create a space/room in Webex:
1. Goto Messages > Spaces > Add New
2. Select "Create a Space" Option from the drop down.
3. Give a name to the newly created space and add the required members.
4. Add the created BOT as a member to this Space: Add People > Type in the email id of the created BOT.
In this sample, it's SDP_WebExBot1@webex.bot. [Refer Screenshot in Point3, under Steps to Create a BOT]
5. Select the BOT from the dropdown, and Click Add.
6. Once the BOT is added in the Space, we are ready to get CISCO integrated with SDP.
Steps to Configure the Script in SDP:
1. Download the attached script.
2. In SDP, Goto Admin > Request Custom Functions > Add new Custom Function
3. Copy Paste the contents of the attached script and save it with a name.
Update "access_token" and "roomName" in the script.
Where "access_token" refers to the access token of the newly created BOT, and "roomName" refers to the newly created space.
4. As of now, below is the format of the message being posted to Webex, this can be modified as per the requirement. [Modify roomMessage]
"Request ID : <Request_ID>; Request Title : <Req_subject>; Priority : <Req_priority>; Request Status : <Req_status>;"
Eg: Request ID : 2914; Request Title : Sample Ticket; Priority : Severity - 1; Request Status :Open
5. Create a custom trigger and configure this custom function to get executed for every request created with priority - "Severity – 1" or "Severity – 2".
6. Test the integration by creating a request matching this condition.
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