Microsoft teams integration to ServiceNow

Grete Johansen
Tera Contributor

‎09-13-2024 12:27 AM

I have tried to find documentation to see what prerequisites and limitations there are to set up a Microsoft Teams integration from a customer to our own Service Now instance for support contact - but I cannot seem to locate this.
Does anyone have any input, ideas, experiences in this subject?

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Grete Johansen
Tera Contributor
In response to vishakhayadav24

‎09-16-2024 12:48 AM

Thank you. For me this seems to be the solution when you connect my companys instance to my companys teams. But I want to connect my SN instance to a customers teams - and cannot seem to find an overview of the consequences. Is this limiting us to connect other customers teams to our instance - can there be a 1-many relationship in Service Now to Teams?

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ersureshbe
Giga Sage
Giga Sage

‎09-14-2024 08:56 AM

Hi,

The following items are pre requisitions

1. Connectors - Graph teams plugins

2. 1st step completed - In store there is free plugin available to enable integration i.e.,S teams button will be enabled in the Workspace, incident, Service Request table

3. Bring o365 admin when you are configuring the things. 0365 admin add the credentials in the config and allow for ITSM landscape options

4. Check the handshake and test the chat transactions.

5. After conversation 10 mins later the transaction will be saved in the ticket work log.

 

Regards,
Suresh.
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Grete Johansen
Tera Contributor
In response to ersureshbe

‎09-16-2024 12:45 AM

Thank you - But what are the limitations? If I connect MY ServiceNow to a Customers Teams set up - will that affect our set up towards other customers? Will it have any security issues since our customers end users are contacting us via teams and not using Virtual agent in a Chat2Chat solution from their SN instance to our SN instance? I cannot seem to find what the real consequences are of suce a set up.

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