Service Manager to WhatsApp Integration (via MS Power Automate)
IntegrationIntroduction
You can integrate third-party systems with Service Manager in many ways. The method you select will depend on business requirements, architectural and security constraints as well as the characteristics specific to each third-party application or service.
This document describes an integration process that has already been implemented in a customer context.
To find out more about this integration (e.g. scripts to be used), please do not hesitate to contact your EasyVista contact, or your service provider and integrator.
Overview of the integration
WhatsApp is an instant messaging app for smartphones and tablets.
This integration enables you to send a WhatsApp message to the recipient of a change request via Microsoft Power Automate after accepting or rejecting the change request.
Preview of the tools used in this integration
IntegrationTool_MicrosoftAzureLogicApps
- Microsoft Azure Logic Apps enables you to create logic apps that run workflows and provide access to cloud data and services using ready-to-use connectors.
IntegrationTool_MicrosoftPowerAutomate
- Microsoft Power Automate (formerly known as Microsoft Flow) enables you to automate recurrent tasks by building workflows using Web applications. The tool relies on standard connectors based on Microsoft Azure Logic Apps for interfacing with any endpoint via HTTP/HTTPS. It can also use the Microsoft Graph gateway via the Microsoft Graph API.
Integration Data Feed (direction) | Authentication Type | Integration Connector Options | ||
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Available versions | ||
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SaaS | On-premises | |
Service Manager | ![]() |
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Third-party product | ![]() |
N/A |
Microsoft Power Automate flows
The integration between Service Manager and WhatsApp will trigger two separate flows in Microsoft Power Automate when the status of a Service Manager change request is changed.
MS Power Automate flow 1: Change request acceptedService Manager | MS Power Automate flow 2: Change request rejected Service Manager | |
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Prerequisites
- You must have an abonnement Azure. If this is not the case, you can create a free account, or buy a pay-as-you-go subscription .
- You must have the relevant accounts and access rights to the services interfacing with Logic Apps.
- You must have an account authorizing access to your Service Manager platform with a profil and access rights to themenu Transition menu .
Caution
Caution_TitleActionInPowerAutomateFlow
- When you create workflow actions in Microsoft Power Automate, you must rename them as indicated in the procedure. This is because certain items of information in the name refer to the title of the action. If you do not respect the naming convention, the workflow will not be triggered correctly.
example The split(body('Analyze_Ticket_Info')'')?['AVAILABLE_FIELD_6'],',') instruction refers to the action called Analyze Ticket Info
Note: Spaces in the title will automatically be replaced by the underscore _.
Step-by-Step Integration Process
You configure the sending of a WhatsApp message via Microsoft Power Automate when the status of a Service Manager change request is changed in two phases:
- In Microsoft Azure Logic Apps, create an MS Power Automate flow:
- Create MS Power Automate flow 1 : Change request accepted
- Create MS Power Automate flow 2 : Change request rejected
- In Service Manager, accept or reject the change request
Create MS Power Automate flow 1
Description of the Change request accepted workflow
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Step 1: Create the step that will trigger the flow
==> The workflow is triggered when a change request is accepted in Service Manager.
1. Log in to the Azure portal using your Azure account.
2. Create a new logic app. Open the Logic App Designer.
See Microsoft Azure Logic Apps integration for details on the procedure
3. Create a When a HTTP request is received step that will trigger the workflow.
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Step 2: Configure the WhatsApp URL to be called
1. Define the following variables by creating Initialize variable actions in the order listed below.
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Variable 1:
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Variable 2:
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Variable 3:
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2. Create a Compose action to remove the + character from the recipient's phone number.
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Compose 1:
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Step 3: Send a WhatsApp message when the request is accepted in Service Manager
1. Create a Condition action to check for changes to the status of the request.
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2. Define the actions to be performed when the status of the request is equal to {Implementation} (Example: Accepted - condition satisfied).
- Go to the If Yes branch.
- Select Add an action to add the following actions.
3. Create a HTTP action to notify that the change request is accepted.
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Step 4: Send a WhatsApp message when the request is closed in Service Manager
Note: The workflow will automatically close the request once it is accepted.
1. Define the actions to be performed when the status of the request is not equal to {Implementation} (Example: Closed - condition is not satisfied).
- Go to the If No branch.
- Select Add an action to add the following actions.
2. Create a HTTP action to notify that the change request is closed.
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Step 5: Save the configuration of the workflow
1. Click Save at the bottom of the flow.
Create MS Power Automate flow 2
Description of the Change request rejected workflow
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Step 1: Create the step that will trigger the flow
==> The workflow is triggered when a change request is rejected in Service Manager.
1. Log in to the Azure portal using your Azure account.
2. Create a new logic app. Open the Logic App Designer.
See Microsoft Azure Logic Apps integration for details on the procedure
3. Create a When a HTTP request is received step that will trigger the workflow.
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Step 2: Configure the WhatsApp URL to be called
1. Define the following variables by creating Initialize variable actions in the order listed below.
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Variable 1:
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Variable 2:
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Variable 3:
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2. Create a Compose action to remove the + character from the recipient's phone number.
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Compose 1:
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Step 3: Send a WhatsApp message when the request is rejected in Service Manager
1. Create a HTTP action to notify that the change request is rejected.
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Step 4: Save the configuration of the workflow
1. Click Save at the bottom of the flow.
Service Manager: Accept or reject a change request
Step 1: Accept a change request
1. Open the relevant change request.
2. Accept the change request.
3. Click Save.
The WhatsApp message, Your request no. XXX has been validated, it is being processed, will automatically be sent to the recipient of the change request.
Step 2: Reject a change request
1. Open the relevant change request.
2. Reject the change request.
3. Click Save.
The WhatsApp message, Your request no. XXX has been denied, will automatically be sent to the recipient of the change request.
List of files to download
Note: To find out how to install them, see the integration process.
- MS Power Automate flow
- MS Power Automate flow