Set up Microsoft Teams as a contact method for an on-call escalation

Enable users to receive Microsoft Teams notifications for an on-call escalation.

Before you begin

User should have Microsoft Teams user credentials.

Role required: admin

Ensure that your ServiceNow instance is configured for Conversational Integration with Microsoft Teams and the IT Service Management integration with Microsoft 365 plugin (sn_now_teams_it) is active.

For information on Virtual Agent permission policies, see Manage Now Virtual Agent permission policies.
Select Microsoft Teams as your preferred notification channel while defining the escalation settings for a user group.

For information on escalation settings, see Escalation and reminder settings for rosters.
For the required user group, create a trigger rule that uses the On-Call: Assign by Acknowledgement trigger workflow.

If a user or shift manager sets the preferred contact channel as Microsoft Teams, a notification is sent to the user in Microsoft Teams along with the actions that a user can perform.

For information on creating a trigger rule, see Create an escalation trigger rule.