ServiceNow Integration with Microsoft Team

krishna kumar t
Tera Contributor

‎09-24-2023 09:27 AM

Hii Everyone,

 

        My  requirement is ServiceNow Integration with Microsoft Teams for discussing about Incident,Change,Service request to caller.

1.I have Installed ServiceNow for Microsoft Teams Plugin.

2.Glide Virtual agent Plugin.

3.IT Service Management for Microsoft 365.

https://store.servicenow.com/sn_appstore_store.do#!/store/application/14eb9da8c3f310102986a81c8640dd...

4.Meeting Extensions for Microsoft Teams.

https://store.servicenow.com/sn_appstore_store.do#!/store/application/e81b8527606410cbc1ddfcafea5b89...

5.Notify Connector for Microsoft Teams.

https://store.servicenow.com/sn_appstore_store.do#!/store/application/9a72df920ff21010ab3779aca8767e...

6.ITSM Virtual agent Plugin.

7.Under messaging app i have Installed the Microsoft Team app and in MS team also i can able to add Now Virtual Agent app but in incident form i cant able to see the team icon or Start a Microsoft Chat Icon or bottom.i have check in macro,images,caller (configure dictionary) all are available.

8.One Fix Script have to download and run.i download the Fix script and upload in servicenow and run the fix script then also not working.

9.Have anyone done like this integration please help me on this whether i have missed any step.

 

Screenshot 2023-09-24 215045.jpgScreenshot 2023-09-24 215323.jpgScreenshot 2023-09-24 2155101.jpg

Thanks & Regards,

 

Krishna

  • 536 Views
1 REPLY 1

Anand Kumar P
Giga Patron
Giga Patron

‎09-24-2023 10:20 AM

Hi @krishna kumar t ,

The BOT should be created by the Teams admin on the Teams end. To do this, follow these steps:

1. Update the Microsoft Teams app from the Messaging Apps module in ServiceNow.--> Open messaging apps module from left navigation and update Tenant ID, Client ID (App ID), Client Secret, and Bot Name that you made a note of while creating the Microsoft Teams bot and click Submit.

2. Click on "Install."

3. After installation, a manifest file will be created in the Manifest module in ServiceNow-->Open manifest file module from left navigation and click the Download button to download your package file.

  • AnandKumarP_2-1695575356847.png
  • -->Log in to the Microsoft Teams Admin Center using the admin credentials and navigate to Teams apps > Upload downloaded manifest file from ServiceNow then connection will be established.
    1.  
       AnandKumarP_1-1695575181268.png

       


      Type hi to start interacting with the bot. The bot presents a prompt that provides options to authenticate, such as Link to ServiceNow and click on confirm.
    2. -->sys_cs_conversation_list&sys_cs_client_adapter —>check this tables in ServiceNow  if bot is not responding

      -->Once these steps are completed, the connection will be established, and the bot will respond to your queries.


      Thanks,

      Anand