ServiceNow Integration with MS Teams

[Sriram34]

Hi Team,

Can anyone help me in implementation or configuration of  "ServiceNow Integration with MS Teams".

Thanks in advance

[Omkar Kumbhar]

Hello @Sriram34 ,

Please check this below link

https://www.servicenow.com/community/virtual-agent-nlu-articles/step-by-step-servicenow-integration-...

Thank you,

Omkar

[Anand Kumar P · Accepted solution]

Hi @Sriram34 ,
I have attached a Word document containing a comprehensive end-to-end implementation of the project I've worked on. It includes screenshots for your review.

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:

   • Log in to your ServiceNow instance.
   • Navigate to "All" > "Collaboration" > "Virtual Agent" > "Messaging Apps Integration."
     https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/virtual-agent/conce...

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:

   • If users do not link their ServiceNow accounts, they can access and run only public topics.
   • To create custom topics in the MS Teams app, go to "All" > "Conversational Interfaces" > "Virtual Agent" > "Designer."
   • In the "Topics" page, select "Create" and fill in the fields to define custom topics.
     Please mark this as helpful and as a proposed solution if it works.
     Thanks,
   • Anand

[Sriram34]

Thank you so much @Anand Kumar P 

One more thing, could you please share any demo presentation/document to show it to the customers?

Thanks in advance

[Phil A]

Thanks @Anand Kumar P , this is brilliant and just what I was looking for. A further question please, I need to integrate a single Teams tenant with several sub - Prod ServiceNow instances (virtual agent only at the moment) which I know is possible. The docs say

About this task

An automated manifest file generator on the new Microsoft Teams UI automatically fills in the bot ID and updates the other settings (such as branding) based on input from you, the administrator​. The manifest file generator also enables a one-click download of the manifest package.

• Before you generate a manifest file, you must create a self-configured bot (or ensure that one has already been created) in the ServiceNow instance. You can then generate a manifest package for each self-configured bot that you create​.
• After you save the manifest form, you can download the manifest zip package, 

Are these the steps to create a self-configured bot in TEAMS  (not Servicenow as docs state above) e.g.

1. in TEAMS create 'DEV BOT' and a TEST BOT for example

2. In conversational interfaces - >settings select 'Integrate multiple ServiceNow instances with a single Microsoft Teams tenant '

3. Complete details e.g. Tenant ID, Client ID (App ID), Client Secret, and Bot Name created in (1)

4. Auto generate Manifest file

5. Upload to Teams

Many Thanks