ServiceNow Teams Integration in MSP domain

[Amarjeet Pal]

Hello Everyone ,

I would like to tell you all that I have done the Teams integration in MSP domain. I am able to create incidents from Virtual Agent on Teams in their respective domains, but I am facing issues with fulfillers initiating a chat with other tenant Teams users. We had a call with a Microsoft product person who gave me a solution: creating a guest user in the customer's tenant for fulfillers (dedicated team for customers). I tried this theory, but I was not able to initiate chats from fulfilment domain to client domain users in Teams. If anyone has reached this point of Teams integration in MSP domain and has any solutions, please provide them.

Thanks

Amarjeet Pal

[Roman88]

Amarjeet Pal's successful integration of Teams in the MSP domain is commendable, enabling incident creation through the Virtual Agent. However, the challenge of fulfillers initiating chats with users from other tenant Teams persists, even after attempting a solution recommended by Microsoft. Further assistance or insights from those experienced in MSP domain Teams integration would be greatly appreciated. Visit here for fun!

[Amarjeet Pal]

Thanks @Roman88 for your reply. Hope to get some insights from others.