Instructions for setting up Teams integration

M_Tomy
Tera Expert

‎11-13-2024 08:24 PM - edited ‎11-13-2024 11:23 PM

Dear Experts.

 

We have decided to integrate ServiceNow and Teams.

<Supplemental>.
Please note that we plan to start small first.
We will also send progress notifications about catalog items and inquiries, which are usually sent via email, to Teams.
At this point, we do not plan to use chatbots or other advanced communication tools.
We are just looking for a one-way notification from ServiceNow to the employee.
So the first step will be to link ITSM and Teams.

 

1.
Please let me know the official knowledge that shows the setup procedure for Teams integration.
I would like to know the settings on the Teams side as well as ServiceNow.
By the way, the version of my instance is Xanadu.

 

2．
It would be nice to have knowledge that also shows how security is ensured on both sides.

 

Best regards.

0 Helpfuls
  • 2,608 Views
3 REPLIES 3

dgarad
Giga Sage

‎11-13-2024 09:32 PM

Hi @M_Tomy 

Refer the below link.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0958547

If my answer finds you well, helpful, and related to the question asked. Please mark it as correct and helpful.

Thanks
dgarad

Anand Kumar P
Giga Patron
Giga Patron

‎11-13-2024 10:20 PM

Hi @M_Tomy ,

 

Plugins:

  • MS teams Spoke
  • Glide Virtual Agent Lite
  • Microsoft Teams Graph Spoke
  • Notify Connector for Microsoft Teams
  • Meeting Extensions for Microsoft Teams
  • IT Service Management integration with Microsoft Teams
  • Collaboration Services

Configuring a Self-Configured Bot for Integration with ServiceNow and Microsoft Teams:

  1. Obtain Microsoft Teams Bot Details:

    • Retrieve the following details from Microsoft Teams:
      • Bot Name
      • Bot ID
      • Client Secret
      • Tenant ID
      • Client ID (App ID)

  2. Set Up the Bot in ServiceNow:

  3. Configure the Integration:

    • In the Configuration tab, configure the integration settings with the Microsoft Teams bot.
    • Save the configuration.

  4. Download the Manifest File:

    • After saving the configuration, the manifest file is saved and ready for download.

  5. Publish the Bot to Microsoft Teams:

    • In the Bot configuration page, under "Your package," click the "Download" button to download your package file.

  6. Publish the Bot on Microsoft Teams:

    • Log in to the Microsoft Teams Admin Center.
    • Navigate to "Teams apps" > "Setup policies."
    • Enable "Upload custom apps" if not already enabled.
    • Open the Microsoft Teams app and go to "Apps" > "Manage your apps."
    • Upload the zip file and install the bot.

  7. User Interaction:

    • Start interacting with the bot in Microsoft Teams by typing "hi."
    • Users can authenticate, link to ServiceNow, continue as a guest, or check out tips.

  8. Additional Customization:

Pothula Sunny
Tera Contributor

‎11-13-2024 10:31 PM

Hi Mate,

To configure Microsoft Teams integration with ServiceNow, you need to follow these steps:

Step-by-Step Guide

  1. Install the Microsoft Teams Integration Application:
    • Log in to your ServiceNow instance with an account that has administrative privileges.
    • Navigate to System Applications > All Available Applications > All.
    • Search for Microsoft Teams and locate the Microsoft Teams Spoke or Microsoft Teams Integration application.
    • Click Install to install the application.
  2. Set Up Microsoft Azure AD for Integration:
    • Go to the Azure portal (https://portal.azure.com) and log in with your Azure AD admin account.
    • Navigate to Azure Active Directory > App registrations.
    • Click New registration to create a new app registration.
    • Fill in the required fields:
      • Name: Enter a name for the app (e.g., ServiceNow Integration).
      • Redirect URI: Set the type to Web and enter the URL in the format https://<instance_name>.service-now.com/oauth_redirect.do.
    • Click Register.
  3. Configure API Permissions:
    • In the app registration, go to API permissions.
    • Click Add a permission and select Microsoft Graph.
    • Choose Delegated permissions and add the necessary permissions (e.g., User.Read, Group.Read.All, Chat.ReadWrite).
    • Click Add permissions.
  4. Generate Client Secret:
    • In the app registration, go to Certificates & secrets.
    • Click New client secret and add a description and expiration period.
    • Click Add and copy the client secret value. You will need this for the ServiceNow configuration.
  5. Configure ServiceNow for Microsoft Teams Integration:
    • In ServiceNow, navigate to Microsoft Teams > Configuration.
    • Fill in the required fields:
      • Client ID: Enter the Application (client) ID from the Azure app registration.
      • Client Secret: Enter the client secret value generated in Azure.
      • Tenant ID: Enter the Directory (tenant) ID from the Azure app registration.
    • Save the configuration.
  6. Test the Integration:
    • Verify the integration by testing the connection and ensuring that ServiceNow can communicate with Microsoft Teams.
    • You can create a test incident or task and use the Microsoft Teams actions to ensure everything is working correctly.

Summary

  1. Install the Microsoft Teams Integration Application in ServiceNow.
  2. Set Up Microsoft Azure AD for integration by creating an app registration.
  3. Configure API Permissions in Azure AD.
  4. Generate Client Secret in Azure AD.
  5. Configure ServiceNow with the Client ID, Client Secret, and Tenant ID.
  6. Test the Integration to ensure it is working correctly.
0 Helpfuls