Connecting UAT and Prod ServiceNow Instances to Prod Microsoft

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Dustin Dahm
Tera Contributor

‎05-23-2023 02:36 PM

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?

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Community Alums
Not applicable
In response to Dustin Dahm

‎06-13-2023 03:46 PM

@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. 

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Ken T1
Tera Contributor
In response to Community Alums

‎06-18-2023 08:09 PM

Hi @Community Alums I am in the process of setting this up at the moment. Was it only the VA that you were able to connect, or does it allow for the portal tab (employee experience or serviceportal) too? Can I ask a couple of questions?

  1. Did you need to disconnect the current instance (we currently have our dev environment connected) and start over with the multiple instance option?
  2. Should that be the prod instance (does it matter)?
  3. Do we need to install and authorise all of the plugins/apps in all of the instances (the tenant connection, SSO and activity, etc.)?
  4. Do you need to create the manifest for each instance on that instance?

Any info would be very helpful as the documentation is a little lacking.

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Phil A
Tera Contributor
In response to Ken T1

‎11-22-2023 01:46 PM

Im also trying to do exactly this for VA only but docs are confusing, It worked fine with the pre-configured bot but when creating a self configured bot e.g. DevBot, and integrating this in Channels and integrations, I get no response from ServiceNow VA, Any suggestions of a fix gratefully received 

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