Teams Notification

[Vaibhav Ramteke]

I am setting up a ServiceNow integration to trigger Microsoft Teams chat notifications. Initially, I configured the integration using my personal account, so the notifications showed my name as the sender. To resolve this, we created a dedicated service account named "Service Management" and updated all necessary configurations, including the Client ID. However, the chat notifications in Teams are still appearing under my personal name instead of "Service Management." Why is the integration still using my name despite configuring the new account?

• Goal: Send MS Teams chat notifications from ServiceNow using a dedicated "Service Management" account.

• Context: The integration was initially set up using my personal account. I have since updated the Client ID and all relevant configurations to use the new "Service Management" account.

• Issue: The MS Teams notifications are still displaying my personal name as the sender.

• Question: Why is the system still showing my name, and how can I force it to recognize the new "Service Management" account?
  
  suggested the solutions 
  Thank you

[musislam]

Hi Vaibhav,

This is expected behaviour. The Client ID only identifies the app registration, not the sender. Microsoft Graph only supports sending Teams chat messages with delegated permissions (application permissions are only for migration), so every message is posted as the user who authorised the OAuth token, and ServiceNow still has your personal account's token stored.

Fix:

1. Delete the old token – go to System OAuth > Manage Tokens, filter on your Teams Graph OAuth profile, and delete the access/refresh tokens tied to your account.
2. Re-authorise as the service account – open Connections & Credentials > Connection & Credential Aliases > Microsoft Teams Graph (sn_ms_teams_ah), open the credential and click Get OAuth Token. Do this in a private/InPrivate browser window so SSO doesn't silently sign you in with your personal account again. Sign in as "Service Management" and grant consent.
3. Check the service account – it needs a Teams licence and must be a member of the teams/channels/chats you post to. Any chat IDs saved from your old setup belong to chats your personal account created; the service account isn't in them, so they'll fail with a 403. Create new chats with the service account.
4. Re-run the flow – messages should now show "Service Management" as the sender.

If you'd rather have a bot identity than a user account, look at a Teams bot or a Workflows/webhook approach instead.

References:

• Microsoft Graph – Send chatMessage in a channel or a chat (permissions)
• ServiceNow – Set up Microsoft Teams Graph spoke (KB1621058)
• Community – Post a message to Teams as a different user

If that works for you, mind marking it as the recommended solution? Helps me support these better for the community.