How to configure the conversational integration with MS Teams in three instances (dev, test, prod)?

Smith Johnson
Tera Guru

‎08-17-2023 02:30 AM

Hi community,

we try to configure the Conversational Integration with the Microsoft Teams app. Our goal is to enable users to engage with live agents using the MS Teams (we will not use virtual agent).

We have three environments: dev, test, and prod.

Initially, we configured the integration on our dev instance. As shown below, we have the following two integrations installed:
SmithJohnson_0-1692255831765.png

The integration between dev and MS Teams works great.

Now, we try to configure the integration on our test env. After clicking on the Install button, next to "Set up and manage your integration with Microsoft Teams." message, we see that our tenant is associated with the dev env and we can not proceed to configure the integration on our test env (see img below).

SmithJohnson_1-1692255870861.png



SmithJohnson_2-1692255987422.png


Should we uninstall the integration from our dev environment and then install it in test environment? But if we do so, we will not be able later to monitor and test the integration on our dev environment.

What is the best way to proceed? Any best practices?

Regards,
Smith.

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3 REPLIES 3

Sruthi17
Kilo Sage

‎08-17-2023 03:10 AM

Hi,

 

Yes, you should uninstall the tenant in dev and proceed with test for now, and similarly do it in prod.

One tenant can be connected to one instance only. Say for example, if the tenant is installed in prod only, then end user requesting live agent, the system will notify the agent in prod, if we can install tenant in multiple instances, then the system will notify in which one? dev or test or prod? Definitely multiple confusions out there.

So you can install one tenant in one instance only.

Please accept solution or helpful, if you find it helpful.

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Amarjeet Pal
Kilo Sage
Kilo Sage

‎08-17-2023 07:21 AM

Hello @Smith Johnson , 

I think answer for this question you have got 

https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/virtual-agent/task/team...

 

you were click on wrong link , you have to click on 

AmarjeetPal_0-1692282042550.png

Please mark this question helpful and correct answer .

 

Thanks,

Amarjeet Pal

Phil A
Tera Contributor

‎11-22-2023 01:37 PM

@Amarjeet Pal is correct , you need to create a separate 'self configured bot' for each ServiceNow Instance e.g. DevBot, TestBot and connect these using the conversation interfaces ->channels and integrations.

 

Im attempting to do this but having some issues e.g not getting any response from Servicenow VA It worked fine with the 'pre configured bot' in our proof of concept instance (which has been uninstalled). I would be grateful of any suggestions of how to fix this

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