ServiceNow Integration with MS Teams

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Sriram34
Tera Contributor

‎10-04-2023 03:21 AM

Hi Team,

 

 

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

 

 

Thanks in advance

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Anand Kumar P
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Giga Patron

‎10-04-2023 04:21 AM - edited ‎11-08-2024 12:02 AM

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:

  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

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Anand Kumar P
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In response to Phil A

‎11-09-2023 10:57 PM

Hi @Phil A ,

If we configure teams details like Tenant ID, Client ID (App ID), Client Secret, and Bot Name in Servicenow then it is self configured BOT .
ServiceNow operates on a single-tenant architecture by default, wherein each company possesses an exclusive and dedicated database, application stack, and data isolation within its ServiceNow instance. This ensures distinct and secure environments for individual clients.In Manifest record you have an option to select multi tenant or single tenant .

Please mark it as helpful and solution proposed if its serves your purpose.

Thanks,

Anand

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Phil A
Tera Contributor

‎11-10-2023 12:13 AM

@Anand Kumar P thanks for the quick reply. Just confirm for Single Teams Tennent - > Multiple ServiceNow instances am I creating my Bots in Teams first as per my steps 1 - 5 above? Thanks

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Anand Kumar P
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In response to Phil A

‎11-10-2023 01:32 AM

Yes you can follow steps from 1-5 to configure Self configured bot.

Thanks,

Anand

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