ServiceNow - Ms Teams Integration

[Gurvinder2]

Hi All,

Hope everyone is doing great!!

We are looking for some guidance on a blocker for below ServiceNow-MS Teams Integration which relates to Multi tenant integration with single ServiceNow instance.

Query-

Microsoft Teams Chat Integration

•        We have tested the OOB Teams chat configuration based on the documentation provided by the ServiceNow team.

•        As documented, the solution supports only a single authentication profile through the system property configuration.

•        This architecture does not align with a multi-tenant deployment model, where separate authentication profiles are required for each Microsoft tenant.

•        Blocker: OOB support for only one authentication profile prevents the configuration of Teams chat functionality across multiple Microsoft tenants within the same ServiceNow instance.

Hence we are looking for a solution which might have been implemented by others for such Multi tenant cases.

[GokulkumarV5812]

Hi @Gurvinder2 ,
As far as I am aware, ServiceNow provides two options OOB for integration with Microsoft 365 apps

- Connect a single ServiceNow instance to your Microsoft Teams Tenant

- Connect multiple ServiceNow instances to your Microsoft Teams tenant

In both cases, there is only single tenant for Microsoft. If you need to implement otherwise, that is not supported OOB by ServiceNow and would be something that has to be custom built as your own app.

[Ankur Bawiskar]

@Gurvinder2 

could you please share detailed steps you took to do the setup?

We are planning to go with self-configured app as customer has multiple instances (DEV, UAT and PROD) where they want to test first and then deploy and have 1 microsoft tenant.