Assistance Required: Microsoft Teams Integration with MIM Workbench

[NISCHITHHEGDE]

Description:

Hi Team,

I need assistance in setting up the Microsoft Teams integration in ServiceNow to enable initiating Teams calls directly from the Major Incident Management (MIM) Workbench.

Requirement:

• Ability to start or join Microsoft Teams calls from within the MIM Workbench during major incident handling

Current Status:

• Attempted plugin/app installation (Notify Connector / Teams integration)

• Facing issues during setup and configuration

Request:

• Guidance on end-to-end setup for Teams integration with MIM Workbench

• Any additional dependencies or best practices

Any documentation, steps, or troubleshooting guidance would be helpful.

Thanks in advance.

If needed, a more detailed version with error screenshots or logs can be added.

[Tanushree Maiti]

Hi @NISCHITHHEGDE 

Joining Microsoft Teams calls directly from the ServiceNow Major Incident Management (MIM) Workbench is achieved by integrating the Notify Microsoft Teams Connector plugin, allowing incident managers to trigger calls and collaborate without leaving the workbench.

Use Notify connector for Microsoft Teams with a major incident 

Use Notify connector for Microsoft Teams 

Ensure following app/plugin(sn_notify_msteams) is in place:

Notify Connector for Microsoft Teams 

Key features

• Promote Chat to Call: Enable an agent to promote a live chat with an employee to a call, leading to faster ticket resolution.
• Start and end Microsoft Teams meeting directly from any record such as an incident or a task or from the major incident workbench.
• Manage a Microsoft Teams meeting by adding or removing participants.
• Track and report the meeting details such as meeting duration and attendees for further analysis.
• For calls requiring higher-touch resolution, an agent can promote a Chat to a Microsoft Teams Call, directly from Agent Workspace. Requires - Agent Chat (Plugin).

[NISCHITHHEGDE]

The above-mentioned details nowhere describe the steps needed to be taken to configure servicenow for teams integration. They just give info on capability and final steps post configuration

[Tanushree Maiti]

Hi @NISCHITHHEGDE 

That are connector which provides lots of feature.

To know end to end integration flow , go through these videos.

https://www.youtube.com/watch?v=oLqZav4eZfc&t=799s

https://www.youtube.com/watch?v=im0yc7WYKhA