Setting up Teams Notifications for Tickets and Feedback using Power Automate

To send Teams Notifications when a Ticket or Feedback is submitted, you can use a Power Automate Workflow to show an Adaptive Card that displays the Ticket Information to a specific Team and Channel.

Note: For Workflows to work with Teams, you'll need a Premium Power Automate License. 

1. Creating the Power Automate Workflow
   • Sample JSON Schema
2. Adding the Webhook in CloudRadial
   
   • In the Ticket Areas
   • In the Feedback Area

Creating the Power Automate Workflow

1. Login to Power Automate and select Create
   
   
   
   
2. Search for post a card and select the template Post to a channel when a webhook request is received
   
   
   
   
3. Click Continue and then Create
   • Note: You may be prompted to select the Team & Channel you want the Card to be directed to at the Continue prompt
     
4. Click Edit to edit the workflow
   
   
   
   
5. Select the action Select each adaptive card
   
   
   
   
6. Click the 3 dots on the pop-out and select Delete
   
   
   
7. Click OK at Delete workflow graph
   
   
   
8. Select + to insert a new action
   
   
   
   
9. Search for post a card and select Post a card in a chat or channel
   
   
   
   
10. Set the Post As option to Flow bot, the Post In option to Channel
    
    
    
    
11. Set the Team and Channel you want to post the card to and paste the Adaptive Card JSON example from below into the appropriate field
    
    
    
    

    Sample JSON Schema:
    
    

    { "$schema": "http://adaptivecards.io/schemas/adaptive-card.json", "type": "AdaptiveCard", "version": "1.4", "body": [ { "type": "TextBlock", "text": "Ticket Information", "weight": "Bolder", "size": "Large" }, { "type": "FactSet", "facts": [ { "title": "Ticket Number:", "value": "11375" // Placeholder for the value you want to map }, { "title": "Subject:", "value": "12345" // Placeholder for the value you want to map }, { "title": "Comments:", "value": "12345" // Placeholder for the value you want to map } ] }, { "type": "TextBlock", "text": "Description:", "weight": "Bolder", "spacing": "Medium" }, { "type": "TextBlock", "text": "This is the description of the ticket.", // Placeholder for the ticket description "wrap": true }, { "type": "TextBlock", "text": "Submitted By", "weight": "Bolder", "size": "Medium", "spacing": "Medium" }, { "type": "FactSet", "facts": [ { "title": "Company:", "value": "Westgate Tech Services" // Placeholder for the value you want to map }, { "title": "Role:", "value": "Company Admin" // Placeholder for the value you want to map }, { "title": "Email:", "value": "admin@companyadmin.com" // Placeholder for the value you want to map } ] } ] }

     

12. Save your workflow
    
    
    
    
13. Select the action When a Teams webhook request is received and copy the HTTP URL
    
    
    
    
14. The HTTP URL is the webhook you will use in CloudRadial.
    • See below for where to add the webhook.

Adding the Webhook in CloudRadial

In the Ticket Areas:

1. Edit or create a new form (Problem Reports or Service Requests)
2. Select the Routing tab
3. Paste the URL in the Teams Webhook URL field
4. Select Submit

In the Feedback Area:

1. Go to, Partner > Feedback
2. Select Settings > Edit at the top right of the page
3. Paste the URL in the Teams Webhook URL field
4. Select Submit