Microsoft Teams Alerts

Microsoft Teams alerts

A ticket comes in at your most urgent priority. A card appears in the major-incidents channel in Teams - the ticket number, the subject, who raised it - with an Open in FreeITSM button that goes straight to it. Your L2 channel sees every ticket that lands with the L2 team. Nobody built a workflow by hand.

Set up under System → Integrations → Microsoft Teams. Contributed by Carl Steynvaard of Open Resilience, who built and ran it in production before offering it to the project.

Developers: how it works, the file map and the traps are in the Microsoft Teams alerts — Developer Guide.

Not the Teams chat bot. For people to chat to the service desk in Teams, with each conversation becoming a ticket, see Microsoft Teams channel (Tickets → Settings → Messaging). The two work side by side.

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What a channel can hear about

Alert	When
New urgent ticket	A new ticket is at or above the priority you choose for the channel
Raised to urgent	A ticket's priority is raised into that band (moving between two urgent priorities is not announced again)
New ticket for its teams	A new ticket arrives with one of the teams you tick - from a routing rule or the New ticket form
Handed to its teams	A ticket is handed to one of those teams later
SLA warning / SLA breached	The SLA timers say so
Status page incident	An incident is opened on the status page
Approval waiting	A catalogue request is waiting for its approver
Every new ticket	Any ticket at all - best for a quiet install, or a channel just for the desk

"At or above" follows the order of your priorities (Tickets → Settings), not their names - choose High, and anything more urgent than High is included too.

Every card has an Open in FreeITSM button: the ticket when there is one, otherwise FreeITSM's front page.

A confidential ticket's card shows its number - never its subject or requester. On a multi-company install, a channel hears about tickets from every company.

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Setting it up

1. Get the channel's address from Teams

1. In Teams, go to the channel and click … next to its name.
2. Choose Workflows, then Post to a channel when a webhook request is received.
3. Name it (for example FreeITSM), check the team and channel, and click Add workflow.
4. Copy the address Teams shows - a long one starting https://.

Treat it like a password: anyone who has it can post in that channel. FreeITSM keeps it encrypted and never shows it again.

The older Incoming Webhook connector no longer works - Microsoft switched Office 365 connectors off in May 2026. A Workflows address is the one to use.

2. Add the channel in FreeITSM

On System → Integrations → Microsoft Teams, click Add, name the channel, paste the address, tick its alerts and Save. Then click Test: a card saying FreeITSM is connected to this channel should appear in Teams within seconds.

Add as many channels as you like - one for major incidents, one per support line (L1, L2, L3), one for approvals.

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Where the alerts live

Every alert you tick is an ordinary workflow, named Teams: … → your channel. That means:

• Workflows shows when each one last ran.
• Workflows → Webhook deliveries shows every card sent and Teams' answer, and a card Teams could not take is retried automatically.
• You can switch one off there for a while.

Make changes on the Teams page, not in Workflows - saving the channel puts its workflows back the way the page says. Untick an alert, or delete the channel, and its workflow is removed; its history stays.

Want a card for something the page does not offer? Build your own workflow with Send webhook, choose the Microsoft Teams (Workflows card) format and paste the same address. {{link}} is the ticket's address, and it is already the card's button. See Workflows → merge codes.

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If something is wrong

What you see	Why
Test says Teams did not accept it	The address is wrong or cut short - copy it again from the channel's workflow in Teams
The test arrives, but alerts do not	Check the workflow on the Workflows page: if it ran, Webhook deliveries shows Teams' answer; if not, nothing matching has happened yet
Team alerts never come	Tick at least one team, and check the ticket really arrives with (or is handed to) one of them
Cards stopped arriving	Somebody turned the workflow off in Teams, so its address stopped working. Make a new one and paste it in
An edit made in Workflows disappeared	Saving the channel on the Teams page rebuilds its workflows - make the change there, or copy the workflow and change the copy

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Related: Microsoft Teams alerts — Developer Guide · Microsoft Teams channel (the bot) · Workflows · Webhooks