ServiceNow for Microsoft Teams integration - Chat Issue

[Dan Y25]

Hello,

I have been following the MS Teams Integration Setup Lab Guide.pdf referenced in the Partner Essentials: ServiceNow for Microsoft 365 Use Case Demos Now Learning course using a partner demohub instance. 

I was able to get the ServiceNow for Microsoft 365 app to show up in my developer / test Microsoft tenant in Teams, and I see the Chat, Files, Employee Center, and About "menu items" in Teams. The Employee Center seems to work as I can search for items, submit requests and incidents, etc. similar to using the Employee Center directly via the ServiceNow /esc portal web site. 

But when I try the Chat from Teams, I always get the same response below that I need an active ServiceNow account. I can logon to the Employee Center directly with the same user and use the VA chat bot and it works fine, but not from Teams. 

I searched many places for some solutions but no luck so far.

Can anyone provide any guidance on this issue?

Thank you,

Dan

[3:44 PM] Now Virtual Agent

Hello, I can help you find answers, file requests, and complete routine ServiceNow tasks using chat. You need an active ServiceNow account to get access to everything I can help with. Please reach out to your ServiceNow administrator to set up the services. You can also contact us at https://www.servicenow.com/contact-us.html.

[Chris Clancy]

Hi there - good afternoon. I am pretty sure you are missing the piece of the setup where you integrate your Teams tenant with Virtual Agent. Please see the link below - this should sort you out.

https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/virtual-agent/conce...

[Dan Y25]

Thank you, Chris. This seemed to fix the issue. I followed steps at https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/virtual-agent/task/.... See screen shots below. 

Note: do you know how I can contact the owners of the MS Teams Integration Setup Lab Guide document to confirm if the document is missing steps or if I didn't follow the steps correctly? Swarnadip Roy, Advisory Solutions Consultant, is mentioned on the first page of the document. And note that I cannot find the course that I took earlier this month and the link I posted does not work any longer. I did find an older version of the document on the partner success center: https://servicenow.highspot.com/items/64c7d8925d454e890f9887e0?lfrm=srp.0

Before those steps, the Microsoft Teams channel did not have any integrations setup:

After the setup:

[Chris Clancy · Accepted solution]

Hey Dan - The document you shared goes up to the installation & authorization of the ServiceNow for MS Teams app and your Azure tenant. There are a number of additional steps required beyond that  ... that the lab guide has link to at the very bottom (basically our product documentation site with the comprehensive set of steps). 

More specifically, the step around integrating your virtual agent bot with teams is covered under the 'download manifest file' step in our docs at step 6 (located at: https://docs.servicenow.com/bundle/vancouver-employee-service-management/page/product/sn-teams/task/....

Effectively, while you are building the manifest file one of the steps is to setup the VA / Teams integration. 

I just set this all up exclusively using our Vancouver docs and was able to have chat & meeting creation working within SOW ... for INC and MIM.