Best (or recommended) approach to Integrate 3 SerrviceNow Instances with 1 MS Teams Instance?

[JeremyHoffman]

Back story...We are currently in the process of configuring the Major Incident Management module to be deployed which will replace the custom application we built years ago. We need it to Integrate with MS Teams to initiate and manage the conference bridge during the MI event. Every

In our Test environment, we installed the Pre-published application and followed the steps documented in the the SN Doc here. Everything worked great for the most part. The one failure was we were not able to import the Chat conversation when it was over. Also, when we went to install the Pre-published application we received this error:

We decided to pivot and use the self configured application following the SN Documentation here. Now, we have everything set up but when we "Initiate" the communication task to start the MS Teams meeting, we are receiving this error:

I have engaged SN Support, but they haven't really been able to identify a cause yet. There is a lot of complexity in the self-configured app versus the pre-configured app.  

I am wondering what the best approach is to accomplish a connection for 3 SN instances to 1 MS Teams tenant?

Is the pre-configured app capable of this configuration? If so, how do we get past the error I pasted above? If not, any ideas what may be causing the above error when trying to initiate the teams meeting using the self-configured app?

I know there are a lot of configuration settings I am not including, for a reason, however, if there are some ideas on focus areas I am more than happy to share that information to help.

Thank you in advance!

Jeremy

[Peter Bodelier · Accepted solution]

Hi @JeremyHoffman,

I believe it's not recommended to use several instances into 1 tenant.

In the docs it is mentioned you should use a development/test tenant you can request with Microsoft to setup your integration in you nonprod instances.

[JeremyHoffman]

HI @Peter Bodelier Do you by chance know what Doc that is mentioned in? I have scoured the documents within this series and can't locate it. It will help me pursued our Azure team to get a Dev environment for us to use.

Integrate Notify connector self-configured app with Microsoft Teams (servicenow.com)

Kind regards,

Jeremy

[Peter Bodelier]

Hi @JeremyHoffman,

I can't find the exact docs I read it in, but this article mentions the same thing:

[Phil A]

@JeremyHoffman The first use case we are going after is making Servicenow VA available in teams. According to the docs you can integrate multiple servicenow instances with a single MS Teams tenant , so this should be possible. We got it working with the pre published app in a sub prod , however when using self-configured bot we created in Teams e.g. DevBot, TestBot etc, we get no response from ServiceNow VA - Im still troubleshooting this