Domain Separation support for IT Service Management integration with Microsoft Teams

[Toru Inoue]

Hi, I'd like to know whether "IT Service Management integration with Microsoft Teams" can be used in domain separated environment or not.

The link below says "MSP Ready" but I suppose some of MSP are non domain separated MSP (Dedicated MSP), so I'd like to confirm about domain separated environment. Thanks.

https://store.servicenow.com/sn_appstore_store.do#!/store/application/14eb9da8c3f310102986a81c8640dd... 

[Raguram1 · Accepted solution]

Yes we do support Domain separation on "IT Service Management integration with Microsoft Teams"

With domain separation, customers can have different tenants configured across domains. something like.. TenantA on domain1 and TenantB on domain2.

If you have any specific query related to domain separation w.r.t the features please let me know

[Andrei_Idiceanu]

Here's one specific use case for you @Raguram1: assuming you have 2 domains, each with its own custom portal (different suffix), each connecting to a different Microsoft tenant. Assuming you install "IT Service Management integration with Microsoft Teams" and do the proper config, how do you point each tenant to the correct portal so that users clicking on the Employee Center tab in the MS Teams app (or whatever the tab is named when the manifest gets created) will be directed to the correct suffix, since the app property "sn_now_teams.portal.suffix" only allows one suffix? I think this is one example which falls under @Toru Inoue's question.

[Raguram1]

There is something called application properties in platform. When domain separation is enabled, you can see this module, where you can configure sn_now_teams.portal.suffix and assign different values in each domain.

documentation about this - https://docs.servicenow.com/bundle/utah-platform-security/page/administer/company-and-domain-separat...

[Toru Inoue]

@Raguram1 , @Andrei_Idiceanu  Thank you for your response! I was asked this question from one of our partners and we don't have specific points to be clarified at this moment,  but wanted to know MS Teams integration is supported by domain separation or not in general.

And the point Andrei raised is one of the points we might be facing when we go into more details and relieved that this is also achievable as per Raguram1.