Connecting UAT and Prod ServiceNow Instances to Prod Microsoft

[Dustin Dahm]

We are starting to configure our Servicenow Instances with Microsoft Teams. We have a Teams sandbox environment that we have connected to our Dev ServiceNow Instance but are looking to get expand our testing audience before eventually setting up prod but our teams sandbox access is limited and is not a 1 for 1 with our prod teams tenant. Is it possible to setup both our UAT and Prod ServiceNow instances with our prod Microsoft Teams tenant? Is there documentation in how to do this?

[Community Alums]

Hi @Dustin Dahm ,

Unfortunately not possible. It's a 1:1 setup. which means you cannot setup both your UAT and Prod ServiceNow instances with your prod Microsoft Teams tenant.

[Dustin Dahm]

I did end up finding some documentation here that may be what we are looking for but this seems more specific to the virtual agent only and not the entire applet. Integrating multiple ServiceNow instances with a single Microsoft Teams tenant. 

[Community Alums · Accepted solution]

@Dustin Dahm - This is possible for the Virtual Agent integration and I have recently done this. The documentation is a bit lacking on the process, but you can create your 'Test Bot' and 'Prod Bot' in the Teams Admin Center. You then create separate manifest files for your two bots and create the individual connections in the Messaging Apps Integration section of Conversational Analytics settings. 

When you install the bots in Teams they are "Custom Applications" versus the Third-Party application for ServiceNow Virtual Agent that is found in the Teams Library. This might be where the split is for the difference between the full applet versus just the Virtual Agent component. 

[Dustin Dahm]

Thanks for the reply @Community Alums, I was able to setup this way as well.