ServiceNow-WhatsApp Integration

In this article, I will be providing a step-by-step overview as to how we can integrate WhatsApp with the Caller ID field of Incident form in the ServiceNow.

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 Assigned To field and call the UI macro in the attribute. "WhatsApp" 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 WhatsApp icon near the Caller field that we uploaded in image table.

Step-5

Update the UI macro code as mentioned below:

Overall, this code seems to be generating a link/button, when we clicked on the WhatsApp image then chat window with a predefined message containing incident details, possibly in the context of an incident management system like ServiceNow appears.