Hi All,
We are planning to integrate ServiceNow Virtual Agent with Microsoft Teams so that users can create tickets directly from Teams instead of contacting the IT team and then manually creating a ticket.
Our requirement is:
- Users interact with the Virtual Agent in Microsoft Teams.
- Based on the user's input, the Virtual Agent should present the appropriate catalog item or request form.
- Users should be able to submit incidents or service requests directly from Teams.
- We already have Virtual Agent configured in our ServiceNow instance and are looking to integrate it with Microsoft Teams.
We are unsure whether we should use the Pre-published App or Self-configured App approach for this integration.
Could you please advise:
- Which approach would be recommended for this use case and why?
- Are there any limitations or considerations with either approach?
- Is there any setup guide, implementation document, or best practice documentation available for configuring Virtual Agent with Microsoft Teams?
Any guidance or documentation would be greatly appreciated.
Thank you!
