ServiceNow-Skype Integration

In this article I will be providing a step by step overview as to how we can integrate Skype for Business with the Caller field of Incident form to better manage our response to tickets.

Step-1

Go to images table(db_image) and save your image that will be used as a clickable Icon.

Step-2

Go to UI Macros(sys_ui_macro) and create a new Macro. In the anchor tag we have copied the image link that was present on the image that we uploaded on the Image table.

Step-3

Update the Attribute of the caller field and call the UI macro in the attribute. Skypechat is the name of Macro that we have created.

Step-4

After Saving the attribute go to incident and open any incident form. You will see skype icon that we uploaded in image table near the caller field.

Step-5

Update the UI macro code as mentioned below-

In the Anchor tag we are calling an onclick function. The "_top" ensures that the dialog box will appear at the top of the page. On line 13- "sip" is session initiation protocol that initiates the Skype chat session. 

You can read about the SIP protocol here .

After Saving the macro code. Go and click on the Skype icon on the incident form. As you click a dialog box as shown below will appear.

Once you click the button Skype chat will be initiated with the caller as shown below.