Approval notifications via teams, Following the method of Connect multiple SNOW with Single Tenant

naziyabegum · 3 weeks ago

So, we are trying to get the approvals within teams, we wanted to follow the process of Connect multiple Instances with single Tenant Process, because we want the Bots to be separated for each instance right now, we are aiming at DEV and Test

Process followed:

1)Installed the required plugins in both instances.

2)Azure team created two Bots for Dev and Test and Provided me with the Client ID client Secret and Tenant id details

3)Navigated to Conversational Interfaces->Settings->Microsoft teams->Self Configured Bot

Filled in all the require details like Client ID, Client Secret, Tenant ID, Bot Name and saved it Downloaded the Manifest given it to Azure Team

4)Given the Bot all Required Permissions

5)We got both the Bots into the teams, now when I started Testing the Dev Bot is Responding for Basic Hi, Bye, greetings, but not giving me the Approval Notifications after I raised a request.

6) When i raised a request, With in the Filter Navigation->Provider->Notifications->Actional Approvals->Notification Logs->I see my RITM number and when I open it I see it says Delivered as shown Below

7)I checked the Navigation->System Logs->All-> I don't See any Error

8)I checked the sys_cs_converstaion.list I don't see anything suspicious

9)Navigation->sys_cs_channel.list->Teams->Enable Notifications is Turned On

10) navigation->Conversational Interfaces->Channel and Integrations->Settings->

Enable Notification for all users is Toggled ON.

11)User Preferences->Teams is Turned On in both Instances

12)Test Bot is working Perfectly Fine.

Note: Dev and Test Bots are Not having Employee Center tabs within them, so here we are only using the Self Configured Bots Integration but Not the ServiceNow for Teams Integration Method.

->Cross verified both Dev and Test I haven't found any Differences or maybe I'm missing Something Over here

Any help to navigate this issue will really be appreciated, Thank you.

mohithreddy · 3 weeks ago

Pre-published Teams app is 1 instance to 1 tenant. You cannot hang DEV and TEST off the same pre-published install. For multiple instances to one tenant you need the self-configured app path: a distinct Azure bot/app registration and a distinct Teams app manifest per instance.

On each instance: install ITSM/HR Teams integration, point it at that instance's Azure app, enable the Teams notification destination, and automatically link user profiles. Approvals only fire for users with an active sys_cs_channel_user_profile row for that instance.

Keep the bots separate so TEST approvals do not land in the PROD bot. After uploading manifests, wait for Teams/M365 to replicate before testing. Do not reuse one OAuth credential across instances.

naziyabegum · 3 weeks ago

Hi @mohithreddy Thanks for the response, we followed the self-configured approach only as it is mentioned in the above message, and I have checked that sys_cs_channel_user_profile is active in both the instances.

If anyone knows the solution to the issue I'm facing, please guide me through the right direction