Service Manager to WhatsApp Integration (via MS Power Automate)
Facebook Graph API: 13+
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: It 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): It 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 | ![]() |
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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 .
Best Practice
- The integration describes the process for change requests. You can adapt it to send a WhatsApp message for approving incidents using the resource dedicated to integration in the REST step of an incident process.
See Service Manager phase > step 3
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
Integration process
In Azure DevOps
1. Create the MS Power Automate flows.
See the step-by-step integration process.
- Create MS Power Automate flow 1: Change request accepted
- Create MS Power Automate flow 2: Change request rejected
In Service Manager
2. Create a dedicated resource called Service Manager to WhatsApp used in a REST step of a process. See the detailed procedure.
Step-by-Step Integration Process
Microsoft Azure Logic Apps: Create flow 1 Change request accepted
Description of the Change request accepted flow
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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.
Microsoft Azure Logic Apps: Create flow 2 Change request rejected
Description of the Change request rejected flow
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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: Create a dedicated resource used in a REST step of a process
Notes:
- The dedicated resource called Service Manager to WhatsApp will enable you to send a WhatsApp message when the change request is approved or rejected in Service Manager and when it is closed.
- It is associated with a Microsoft Power Automate service.
- It is used in a Service Manager process using a REST action type.
CreateInServiceManagerRestResource_Procedure
Step 1: Manage rights for using the Service Manager REST API
1. Select Administration > Access Management > User Profiles in the menu.
2. Select a user profile authorized to use the Service Manager REST API.
3. Tick the REST API box.
Your changes will automatically be saved.
4. Repeat the procedure for all authorized profiles.
Step 2: Create a resource called Service Manager to WhatsApp associated with a Microsoft Power Automate service
See the detailed procedure.
Step 2.a: Create a service called Microsoft Power Automate
1. Select Administration > REST > Services in the menu.
2. Create a new service.
3. Specify the information below.
- Service Name: Enter the label Microsoft Power Automate.
- Authentication Method: None.
- Service URL: URL for accessing the new Microsoft Power Automate service.
- Copy and paste the URL you stored in your text editor when creating the MS Power Automate flow (step that will trigger the flow).
- You should keep only the text displayed in yellow below.
https://prod-35.westeurope.logic.azure.com:443/workflows/?????/triggers/manual/paths/invoke?api-version=2016-06-01&sp=%2Ftriggers%2Fmanual%2Frun&sv=1.0&sig=??????
- Replace prod-35.westeurope with {subdomain}.
Step 2.b: Create a connection to the Microsoft Power Automate service.
1. Create a new connection.
2. Specify the information below.
- Connection Name: Enter the label Service Manager to WhatsApp.
- Authentication Method: None.
- Service Name: Select the Microsoft Power Automate service you created at step 2.a.
The URL of the service will automatically appear.
- subdomain: Copy and paste the prod-35.westeurope value of the URL you stored in your text editor.
Step 2.c: Create a resource associated with the Microsoft Power Automate service
1. Create a new resource.
2. Specify the information below.
- Label: Enter the label Service Manager to WhatsApp.
- Resource URI: ID of the new resource.
- Copy and paste the URL you stored in your text editor when creating the MS Power Automate flow (step that will trigger the flow).
- You should keep only the text displayed in yellow below.
https://prod-35.westeurope.logic.azure.com:443/workflows/?????/triggers/manual/paths/invoke?api-version=2016-06-01&sp=%2Ftriggers%2Fmanual%2Frun&sv=1.0&sig=??????
- Contents: Body of the query containing the data to be updated. Copy and paste the text below without inserting any spaces or line breaks.
{"Description": "{Description}","id":"{id}"}
Step 3: Use the Service Manager to WhatsApp resource in a REST step of a process
1. Open the workflow or the business rule-related process you want.
- Workflow: References > Other References > Workflows (Operation/Transition)
- Business rule: Administration > Business Rules > Related Processes
2. Click and drag the new Service Manager to WhatsApp resource from the REST Actions category of the palette of action types to the graphic editor of the process.
A new step will be added to the process.
3. Double-click to define the properties of the new step.
See the description
4. Click Confirm Changes.
Verification and test
1. Create a change request in Service Manager, managed by the workflow using the Service Manager to WhatsApp resource.
2. Accept the request and check that the recipient of the change request has correctly received the WhatsApp message, Your request no. XXX has been validated.
3. Reject the request and check that the recipient of the change request has correctly received the WhatsApp message, Your request no. XXX has been denied.
List of files to download
Note: To find out how to install them, see the integration process.
- Flow
- Flow