Use Notify connector for Microsoft Teams with a major incident

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 2 min. de leitura

    • Initiate a conference call from the major incident workbench by inviting one or more users to join a call. The conference doesn't start until at least two participants join.

    Notify administrators, major incident managers, or communications managers can manage conference calls.

    Conference call records are stored in the Notify Conference Calls [notify_conference_call] table. Conference call participant records are stored in the Notify Conference Call Participants [notify_participant] table.

    Initiate a conference call

    As a participant in a major incident ticket, you can create a conference call from the record.

    Antes de Iniciar

    Role required: notify_admin, major_incident_manager, or communication_manager

    Procedimento

    1. Navigate to All > Incident > Major incidents > Open.
    2. Open the relevant major incident.
    3. Click View Workbench.
    4. Click the Collaborate tab.
    5. Select the participants for the conference.
    6. After you finalize the participant list, click Start Call.

    Resultado

    A notification is sent to all the users in Microsoft Teams that a call is initiated. Each user can accept the call to join the conference call.

    As the host, you can view the users who have answered the call.

    Join a conference call

    After a conference call is initiated, as a logged-in user with the major incident manager role, you can join the conference call.

    Antes de Iniciar

    Role required: notify_admin, major_incident_manager, or communication_manager

    Procedimento

    1. Navigate to All > Incident > Major incidents > Open.
    2. Open the relevant major incident.
    3. Click the Collaborate tab.
    4. Do one of the following.
      • Join via phone number: Dial in the conference bridge number along with the access code shown in the workbench from your mobile.
      • Join Call: Click the Join Call to join the ongoing conference call.

      Join the conference call

    Add participants to a conference call

    Add a participant to a conference call to participate in the discussion to resolve the major incident.

    Antes de Iniciar

    Role required: notify_admin, major_incident_manager, or communication_manager

    Procedimento

    1. Navigate to All > Incident > Major incidents > Open.
    2. Open the relevant major incident.
    3. Click the Collaborate tab.
    4. Click (+) Participants under Active Participants.
      Add a participant to a conference call.
    5. In the dialog box that appears, select the participants for the conference.
    6. Click Add Participants.

    Resultado

    A notification is sent to all the users in Microsoft Teams that a call is initiated. Each user can accept the call to join the conference call.

    As the host, you can view the users who have answered the call.

    Mute participants from a major incident conference call

    Mute a participant from the conference call to avoid unnecessary background disruption.

    Antes de Iniciar

    Before starting this procedure, ensure that there is an active conference call with one or more participants.

    Role required: notify_admin, major_incident_manager, or communications_manager

    Procedimento

    1. Navigate to All > Incident > Major incidents > Open.
    2. Open the relevant major incident.
    3. Click the Collaborate tab.
    4. Click Mute next to the participant name you want to mute.

    End a conference call from a major incident

    As a host or participant with the major incident manager role, you can end the conference call.

    Antes de Iniciar

    Role required: notify_admin, major_incident_manager

    Procedimento

    1. Navigate to All > Incident > Major incidents > Open.
    2. Open the relevant major incident.
    3. Click the Collaborate tab.
    4. Click End Call.

    Resultado

    When you end a call from ServiceNow, only the host (bot) exits the call. The other participants still stay in the call until they manually disconnect. The call details are no longer logged after the host (bot) exits the call.