Teams Integration (sn_now_teams): Some users not having to press the "Link to ServiceNow" button?

James Lee3
Tera Contributor

‎02-22-2024 08:05 PM

We have recently deployed a Teams integration for ServiceNow - Initially we had the "enable Notifications for all users" disabled - Today we enabled this, and triggered an non actionable notification which we confirmed was received by our testing recipient (Customer). However we noticed that some other users were able to receive notifications even though they had not used the "link to ServiceNow" button to link their Servicenow and Teams accounts. As a note, the inbuilt functionality "Automatically link ServiceNow user profiles" has not been utilized as the customers instance doesn't have the necessary licenses for this (as you can see it is faded out)

 

JamesLee3_1-1708661111883.png

 


Is there any reason for this? Currently this is unexpected behavior so we are investigating as to why this occurred. Any related documentation would be much appreciated.

Cheers,
James

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Jeff Fox
ServiceNow Employee
ServiceNow Employee

‎03-04-2024 11:27 AM

Hi James, It looks in the screenshot like the 'Automatically link SN user profiles' slider is actually on.  If it's greyed out, perhaps there is a scope change needed to edit it.  I believe for Simple Notifications, no license is needed.   Finally, accounts are linked based on email so users may not need to authenticate.  With these considerations, the described result sounds expected.  

 

That said, if you'd like to assure certain groups do not receive notifications, perhaps a policy setup on the Azure side can only make the ServiceNow app available to defined groups.  

 

Hope this helps.