Hi Community,
I’m currently facing an issue while configuring the ServiceNow Virtual Agent integration with Microsoft Teams using self-configured bots.
Our objective is to connect multiple ServiceNow instances to the same Microsoft Teams tenant, with a dedicated bot for each ServiceNow instance.
Our setup is:
- DEV ServiceNow instance → Self-configured Bot DEV → Microsoft Teams Tenant
- UAT ServiceNow instance → Self-configured Bot UAT → Same Microsoft Teams Tenant
The integration in DEV is working successfully.
For UAT, we created a separate self-configured bot, with its own configuration/credentials, specifically for the UAT ServiceNow instance.
However, when trying to configure the integration from UAT, ServiceNow indicates that the Microsoft Teams tenant is already connected to the DEV instance, and it appears that only one ServiceNow instance can be connected to the tenant at a time.
This is unexpected because, according to the ServiceNow documentation for self-configured bots, multiple ServiceNow instances should be able to integrate with a single Microsoft Teams tenant by creating a separate bot for each ServiceNow instance.
Questions
Has anyone successfully configured multiple ServiceNow instances against the same Microsoft Teams tenant using separate self-configured bots?
In particular:
- Is there an additional configuration/property required to enable this multi-instance scenario?
- Does the original Teams integration in DEV need to have been installed/configured in a specific way?
- Could an existing or previous standard/pre-published Teams integration on DEV cause the tenant to remain registered as a one-to-one connection?
- Is there a tenant-level mapping or registration that needs to be cleaned up before configuring the UAT self-configured bot?
- Are there specific records/properties/logs we should check in ServiceNow to understand why UAT still detects the tenant as connected to DEV?
