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
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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ritikanand
Tera Expert
In response to Anand Kumar P

‎09-15-2025 10:17 PM

@Anand Kumar P thanks for the quick response.

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