Short Description
Notify Teams users when a new ticket has been created to their support group in Efecte.
Long description
Efecte Service Management App enhances your team’s collaboration to support customers and other teams by notifying users whenever a new ticket has been assigned to your team.
With the App, you can integrate your Efecte Service Management Platform seamlessly to Microsoft Teams and notify support group members whenever a new ticket has been created to the support group in ESM. This gives support personnel better visibility on their ticket queue, and they can act on new tickets faster.
App uses ESM listeners to send notifications to Microsoft Teams. Please note, setting up listeners in ESM requires admin permissions, and sending listeners should be configured to each template, from which notifications to Microsoft Teams should be sent.
Configuration
Download Microsoft Teams configuration for Efecte Service Management Platform
Download files at the bottom of the page in "Required Files"
Import Template Configuration
Note! Setting up ESM configuration requires administration permissions
Login to ESM instance
Open the “Administration” page from the top right corner 
Go to “Templates”
Click “Template” and “Import”
Select “Source: File” and click “Choose file”
Find previously downloaded file (MS_Teams_configuration_template.xml) and add it.
Note! Before importing templates, it’s good to ensure that there are no existing templates with the same code (ms_teams_integration)! Otherwise, existing data may be deleted.
Click “Ok” at the bottom left corner
Click “Ok” at the bottom left corner to confirm import and to proceed import of Ms_Teams_configuration_template.xml to ESM
Now you should see “MS Teams” template under “IT Service Management”
Adding Imported Fields to Templates
In the “Administration” page, under “Templates” and “IT Service Management”, open the “Incident” template
Click “Select classes”, find “MS Teams Integration”, check the checkbox next to it, and then click “Save”
Set “Order” of the class so that it's the first class on the template, e.g. 0
Open “Organization” module and “Support group” template
Click “Select classes”, find “MS Teams channel information”, check the checkbox next to it, and then click “Save”
Set “Order” of the class to, e.g., 350
Note! Update your ESM instance's URL to "Ticket link" field -> Attribute metadata -> Application URL. These classes can be imported to other templates as well.
Import Listeners for Teams Connector
In the “Administration” page, under “IT Service Management”, open “Incident” template
Find “Data card Listeners” and click “Import”
Select “Source: File”, find previously downloaded “Postsave – Send to Teams bot.xml” and add this file. Then click “Ok” to import the listener and “OK” on “Confirm import”
Do the same steps for Listener “Presave - Update Support Group.xml”
Click “Back” to open “Incident” template and make sure these two listeners are found from “Data card Listeners” list with names
- “Postsave.TeamsConnector.Send to Teams bot”
- “Presave.TeamsConnector.Update Support group”.
Note! Listeners can be imported to other templates as well, if they have previously imported fields from “MS Teams Integration” class
Add Bot URL to Platform Settings
In the “Administration” page, under “Maintenance”, open “System settings” and “Edit Platform settings”
At the bottom of the page, there are “Name” and “Value”
Add following and click “Add new setting”
- Name: EIS.teamsbot.url
- Value: https://efecteservicemanagementappservice.azurewebsites.net/api/esmnotify
Add Bot to Microsoft Teams
To add an application (or bot) Teams, Go to Teams, you want to add the bot and select “Apps”- icon from the bottom left menu.
Search Efecte Service Management and click Add to a team.
Use Web API user to login
Add Microsoft Teams Channel ID to Support Group
After Bot in Microsoft Teams has been setup, go to channel where notifications should be sent to
In channel, type into chat “@Efecte Service Management show channel id”
Copy the bolded channel ID and open ESM
Select “New view”, write “Support group”, and open it
Open support group that should receive notifications
Click “Edit all” on the top right corner
Find field “Teams Channel Id” and paste channel ID shown in Microsoft Teams
Click “Save”
Creating an Incident and Sending Notification
Now that Support group has Microsoft Teams Channel ID, we can test ticket creation
Open ESM, select “New view”, write “Incident”, and open it
Click “+ New” to open create a window
Fill in all mandatory fields (fields with red border)
Remember to select the support group, to which you added Microsoft Teams Channel ID
Click “Save” and go to Microsoft Teams to see, that a notification of the incident has been sent to given support group channel
And you’re done!
Note! If nothing was sent to Microsoft Teams, please check that support group, set to incident, has Channel ID set.
Bot Commands
“reset esm” (hidden) Resets the Efecte ESM URL, username, and password.
“delete esm” (hidden) Deletes the Efecte ESM URL, username, and password. Disconnects the App from the Efecte instance.
“show channel id” Shows the channel id where the bot is installed.
“show bot url” shows the bot “Esm Notify” URL. This URL is saved to ESM platform settings.
"create incident" creates incident to ESM.
Configuration Video