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Does switching to self-configured from pre-publish Teams integration cause a prolonged outage?

MichelleM144061
Mega Contributor

I have a client that currently is using the pre-published Teams integration for ServiceNow.  I have scoured all the documentation about how to switch from a pre-published to a self-configured application, including this link: Best Practices for Teams 

Everything I read indicates that WHEN we are ready to go live with the self-configured application, we have to uninstall MS Teams integration and re-install as self-configured.

What happens to the MS Teams app (pre-published) that is already published in MS Teams?  Will it continue to work until the new self-configured Teams app has proliferated to all the Microsoft servers (I've been told this can take days)?  Or will it immediately stop working when we uninstall and now the VA Chat and notifications fail until the new self-configured app is available to them and downloaded?

This client is very dependent on this integration and cannot imagine an hour long downtime to simply move to a self-configured bot, so anything like a multi-day outage needs to be vetted and well known.  

Has anyone else experienced this?  

 

I would also like to know if anyone has created a self-published app pointing to a SN non-prod while the pre-published app is still in production.  Since they are separate apps pointing to separate environments (even if they are in the same Tenant), the non-prod self-configured app shouldn't impact the Production pre-published app while we test.  Correct?

 

Thank you much!
Michelle Murtha

1 REPLY 1

MichelleM144061
Mega Contributor

Update for anyone looking for information...   We ended up opening a support ticket and met with a support engineer this morning:
1.  YES, you can have a pre-published Teams bot in Prod while having self-configured bots IN THE SAME Tenant from other ServiceNow instances.  

2.  NO, there is no way to avoid downtime in Prod if you already have the Pre-published app and want to move to a self-configured app in Prod.  You have to basically uninstall your teams integration / connectivity and then re-install as self-configured app.  You cannot migrate or pre stage any connection info in an inactive state within prod.  So, in addition to the time it takes to uninstall, re-install and establish connectivity, you also have to take into account the MS Admin time it takes to upload the prod manifest file and publish to Azure / Teams users (which MS indicates COULD take up to 72 hrs, although the client usually sees within 24 hrs for most users.)  Thus resulting in up to a 3 day Teams VA outage in prod.