MS teams integration

[pshanmugasu]

MS teams integration:

It will be bi direction integration as per the SN integration hub that provides actions to:

Promote chat to call: Enable an agent to promote a live chat with an employee to a call, leading to faster ticket resolution.

Start and end Microsoft teams meeting directly from any record such as an incident or a task or from the major incident workbench.

Manage a MS Teams meeting by adding or removing participants.

Track and report the meeting details such as meeting duration and attendees for further analysis.

Can anyone is having these two types of document for MS teams and SAP S4/ Hana integration with SN please share it here.

Thank you

[Zach Koch]

For MS Teams, you would actually be integrating with Microsoft Graph, which provides APIs for all of Microsoft 365. The way you would integrate would differ whether you have Integration hub and can use the preconfigured spokes, without it you would need to build out custom calls.

Here is a link to the SN documentation for the spoke as well as a video
Microsoft Teams Graph Spoke 

Set up Microsoft Graph Spoke Video 

Here is a link to the documentation on Microsoft Graph without the spoke using custom calls
Overview of Microsoft Graph 
This has how you authenticate, set up on the Microsoft Entra side for access with roles, and what APIs you can use/what you need.
I'm not as familiar with SAP S4/ Hana integration, but if you have integration hub, then you can follow this doc

SAP S4 HANA RFC Spoke 
Without integration hub, here is a video (although keep in mind it is older)

ServiceNow - S/4 HANA integration - full installation of STA Ticket System