ServiceNow for Microsoft Teams - Register Request based chat

[Kai Tingey]

Hi All

I am trying to set up the ServiceNow for Microsoft Teams integration in our test environment and having an issue.

I have completed the steps outlined in the documentation for single tenant, however one part is missing. In the document related to registering the request based chat app, it states the client secret should be "The password you generated when creating the app in Microsoft Teams.". However this never occurred, at no point was a password set up. I have gone back over the documents and cannot find any step where the client secret is exposed or configured.

As a result i cannot configure this value, and when trying to initiate a teams chat from a record i'm getting '401 not authorized'.

where should i be looking to find the client secret required ?

In Azure AD admin, for the servicenow app registration, you can set up a secret, but this is never stated in the documentation.

is this the part i am missing? when you add a new client secret it gives you a corresponding client id which does not match the application id so i'm dubious if this is what i need.

any help would be appreciated, thanks

[Kai Tingey]

Unfortunately adding those additional permissions didn't help

I do not observe the fault described in the article at point 5 either.

😞

[Niclas]

Hi Kai,

I was recently facing the 401 - Non Authorized Error as well. For me it got fixed when I changed "Client Secret" on "microsoft teams chat - single tenan" as it was incorrect. So I assume there is something wrong with your settings there.

For Client ID I used Application (client) ID from Azure Portal. 

For Client Secret  I used Secret Value created in Azure Portal "Certificates & Secrets" section. 

I did not use the "Secret ID" from Azure Portal Certificates & Secrets anywhere

Maybe your error is there, e.g. by using Secret ID instead of Application (client) ID? Or wrong Secret Value? 

[Kai Tingey]

Hi Niclas

Yes i have the same configuration, app ID is from Azure Portal and i am using the Value field in the client secret I created.

[Kai Tingey · Accepted solution]

I just got off the phone with someone from Hi Support. We eventually found the issue.

The documentation does not specify this step, however - if you are setting up single tenant - you need to navigate to ServiceNow for Microsoft Teams -> Tenant Connections and then delete the entry in the list so that there are NO entries in that list at all.

While there is an entry in the list, it is trying to run as multi-tenant (even though there is only the one entry). Once you delete it, it defaults to single tenant.

See this KB:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1064608

So my issue was that it was trying to use the oAuth credential that didn't work (multi-tenant) instead of the one that did (single tenant).

Once the tenant entry was removed, the chat functionality has started working.

I have yet to test any of the other features but the initial problem is now resolved.

[TJ29]

Thanks for all of this information, I've tried to follow but still struggling with a 401!

Not getting anywhere with HI just yet.

All looks good in SN and Azure AD so bit stuck. Any other tips?

Cheers

TJ