We are Trying to Integrate ServiceNow Dev and Test with Microsoft Teams

naziyabegum · 3 weeks ago

Hi @community I am in the process of setting this up at the moment. I have already Did the Prepublished method in Dev but Now we are looking to Promote it too Test.

I know that Prepublished is limited to 1:1 mapping.

I would take the approach of Self Configured Bot, we have Created Two Bots in the Azure teams, we have given the Bot Details in ServiceNow with the Client ID's and Client secrets for Both the Bots in Both the Environment.

Now I'm stuck at this point can anyone Suggest me the Right way of Doing it, I'm going through so many Documentations but are confusing.

In the ServiceNow for Teams Do I have to Select

Connect Single ServiceNow with Microsoft Tenant or Connect Multiple ServiceNow instances with Single Microsoft Tenant.

If someone can Help me navigate this would Really Help

After I figure out the step then I can Download the manifest for each Instance and Give it to Teams Admin to Upload it.

Did you need to disconnect the current instance (we currently have our dev environment connected) and start over with the multiple instance option?
Do we need to install and authorize all of the plugins/apps in all of the instances (the tenant connection, SSO and activity, etc.)?
Do you need to create the manifest for each instance on that instance?

Also, when I try to Install azure apps in Test It was throwing me an Error saying only single instance can connect at the same time Right Now the Dev is Connected, if you Try to install it in Test then the Dev will be Disconnected.

rahulswami · 2 weeks ago

Hi @naziyabegum,

Yes, you do need this installed on Test too but the way you install it matters here.

That error, tenant already connected to another instance, is a known one. It shows up when the connection is still running through the older single-tenant model, which stores one Azure tenant ID against a single instance. That is exactly why connecting Test knocks Dev off, the system was never meant to hold two at once under that model.

Since you already set up separate self-configured bots for Dev and Test, this "Install Azure Apps" step needs the same treatment. Go into Azure and create a brand new, separate app registration just for Test, do not reuse or point back to the one Dev is using. Once Test has its own distinct registration, install and authorize from there, that should stop it from booting Dev off.

If you already created a separate registration for Test and you are still getting kicked back, it is worth confirming with your Teams admin whether this specific capability behind the Install Azure Apps button actually supports multiple instances the same way the bot channel does. Not every piece of the Teams integration follows the same 1:N model, so that is worth ruling out before digging further.

If this helped, feel free to mark it as helpful.

View solution in original post

rahulswami · 2 weeks ago

Hi @naziyabegum,

Yes, you do need this installed on Test too but the way you install it matters here.

That error, tenant already connected to another instance, is a known one. It shows up when the connection is still running through the older single-tenant model, which stores one Azure tenant ID against a single instance. That is exactly why connecting Test knocks Dev off, the system was never meant to hold two at once under that model.

Since you already set up separate self-configured bots for Dev and Test, this "Install Azure Apps" step needs the same treatment. Go into Azure and create a brand new, separate app registration just for Test, do not reuse or point back to the one Dev is using. Once Test has its own distinct registration, install and authorize from there, that should stop it from booting Dev off.

If you already created a separate registration for Test and you are still getting kicked back, it is worth confirming with your Teams admin whether this specific capability behind the Install Azure Apps button actually supports multiple instances the same way the bot channel does. Not every piece of the Teams integration follows the same 1:N model, so that is worth ruling out before digging further.

If this helped, feel free to mark it as helpful.

naziyabegum · 2 weeks ago

Hi @rahulswami, so now we got the Both BOTs for our dev and Test, Now I see the Notifications are coming through Test but not my Dev bot, I see in the Notifications logs my ritm is siting and in the system logs I don't see any error.

Can you please guide me here, what should be done to get those approvals through teams for Dev bot as well.