Collaborate (MS Teams) Giving Error In Service Operation Workspace

[DEEPAK KUMAR SI]

Hi Folks/Experts,

When I click on "Start Teams Chat" from Service Operations Workspace it gets stuck at authentication and gives below screen.

** Does it need any separate configuration ? Just for information → My Virtual Agent is working fine with MS Teams .

** If separate configuration is required, can any one guide me with steps?  

@Jeff Fox @Victor Chen 

[Jeff Fox · Accepted solution]

Hi Deepak, The answer to this questions first depends on your integration setup - whether it's using the pre-published app or the self-configured app.  Please see Setting up the ServiceNow instance for Microsoft Teams integration and follow the documentation accordingly to correct the setup.  Kindly let me know if this helps and if additional help may be needed.  

[DEEPAK KUMAR SI]

Hi @Jeff Fox , & @ Samyuktha Reddy

Thank you very much. Just two more questions which is bothering me before I proceed with integration 

1 → Is it "ServiceNow Sidebar - MS Teams" integration & "Integration via Pre published App or Custom App" are the same things?  YES / NO

2 → As per my knowledge from ServiceNow side it is provided as an Standard feature. Is there any type of separate costing involved from Microsoft Side ?

For example : Any kind of charge applied each time the MS Teams API is called (Messages Sent from ServiceNow to Teams and Vice Versa)

[Jeff Fox]

HI Deepak,

#1.  No.  The Sidebar is a different collaborative chat function than the integration app.  Sidebar enables agents to stay in ServiceNow when they kick off a Request Based Chat.  The integration takes agents into Teams when they start a chat from a request. 

#2 Yes, there is a charge from Microsoft.  Please see Sidebar and Microsoft Teams (servicenow.com) for the details.  Also, to clarify, ServiceNow counts chat transactions against your organization's Integration Hub account.  Depending on your IH / App Engine subscription, charges may accrue after a specified number of transactions.  Your IH Dashboard can help determine the number of transactions and your org's subscription level would indicate the number of transactions allowed prior to incurring a charge.  Please see Integration Hub Usage Dashboard (servicenow.com) for more info.  I hope this helps!!

[Suthan S1]

We need to Configure the Azure Setup for this Integration to work seamlessly. In order to activate this we need a Microsoft Teams Admin User ID.

1. Go to ServiceNow for Microsoft 365 Module

2. Click on Install Azure Apps. You will be navigated to a new screen.

3. Click on Install Icon.

4. Authorize the below

a) Notify Connector

b) Request Based Chat

c) SSO and Activity Notification.

Please mark it helpful if it helps.