YAMMER INTEGRATION

In ServiceNow, you can easily map the Business Service for the corresponding Yammer Group by adding and validating the details of Yammer Group. This mapping will be one to one.
And you can define the templates as well for the tickets(Incident/Problem/Change Request) which will be created by Yammer.

End-user can raise a ServiceNow Tickets (Incident/Problem/Change Request) via Yammer.
End-user can raise a ServiceNow Tickets (Incident/Problem/Change Request) on behalf of another user as well via Yammer.
End-user can send additional comments to ServiceNow Tickets (Incident/Problem/Change Request) via Yammer.
End-user can fetch the details of ServiceNow Tickets (Incident/Problem/Change Request) via Yammer.

End-user can follow/unfollow ServiceNow Tickets (Incident/Problem/Change Request) via Yammer to receive/stop the updates of SN Tickets.
End-user can raise ServiceNow Tickets (Incident/Problem/Change Request) containing the conversation of chat as well via Yammer.
End-user can add/remove himself to/from the watch-list of ServiceNow Tickets (Incident/Problem/Change Request) via Yammer to receive/stop the updates of SN Tickets.
On Yammer, there will be P1/P2 announcement if priorities of ServiceNow Tickets (Incident/Problem/Change Request) will change to High/Critical.
On Yammer, there will be posted digest report of ServiceNow Tickets (Incident/Problem/Change Request) periodically.

Tickets created via Yammer will be having the mapping of defined Business Service and contact type will be Yammer. The caller field will be mapped based on who created a ticket from Yammer.
Updates/Changes on these tickets will broadcast to Yammer on the same thread/group.

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