Integration of Skype for Business in ServiceNow

This blog was originally published by Fruition Partners. Since then, Fruition Partners has become the ServiceNow practice within DXC Technology.

When implementing ServiceNow, Connect – the ServiceNow chat tool – comes with it OOTB. It facilitates collaboration within ServiceNow with a good bunch of features and it comes handy to communicate within the platform.

However, when companies implement ServiceNow they often already have a collaboration or chat tool in place. Therefore, when facing the choice between asking people to adopt a new tool or leveraging the already existing collaboration system they have, most of the companies will rightly choose to minimize the number of tools used.

Skype for Business (formerly named Microsoft Lync) is one of these tools that many companies use as their internal instant-messaging system. It makes collaboration and online meetings easy. The experience of Fruition Partners shows that there is a high demand for the integration of ServiceNow with Skype for Business to allow Service providers to discuss Incident, Change, etc. with the requesters.

This is why we’ve created a solution that allows to check Skype’s user presence in ServiceNow in real time and to start conversations or calls when accessing a list of Records or directly in the form.

skypeintegrationscreenshot

The icons are familiar to users as they are the same icons, with the typical Skype look. User can see the presence status of users (away, online, etc.) , they can chat and they can call. We also added a customized “Call me” button which can be used to ask Service Desk to call you back which triggers a Skype for Business call.

Our module queries directly the Skype for Business company Server from the User Web Browser once the List or Form is loaded, so this checking doesn’t impact ServiceNow Instance performance.

This direct integration doesn’t require middleware at all as we import in the instance the official Skype for Business Web library to perform the REST calls.

If you are interested in more information about integration Skype in ServiceNow or if you think this could be useful for your ServiceNow project as well, contact us.

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