question Re: Microsoft teams integration to ServiceNow in CSM forum

Microsoft teams integration to ServiceNow

Grete Johansen — Fri, 13 Sep 2024 07:27:49 GMT

I have tried to find documentation to see what prerequisites and limitations there are to set up a Microsoft Teams integration from a customer to our own Service Now instance for support contact - but I cannot seem to locate this.
Does anyone have any input, ideas, experiences in this subject?

Re: Microsoft teams integration to ServiceNow

vishakhayadav24 — Fri, 13 Sep 2024 07:41:13 GMT

Hi @Grete Johansen ,

please check the below links for clarifications.

https://www.servicenow.com/community/developer-forum/servicenow-integration-with-ms-teams/m-p/2690873

https://www.servicenow.com/community/virtual-agent-nlu-articles/step-by-step-servicenow-integration-with-microsoft-teams/ta-p/2311193

Thank you!!

Vishakha Yadav

Re: Microsoft teams integration to ServiceNow

ersureshbe — Sat, 14 Sep 2024 15:56:32 GMT

Hi,

The following items are pre requisitions

1. Connectors - Graph teams plugins

2. 1st step completed - In store there is free plugin available to enable integration i.e.,S teams button will be enabled in the Workspace, incident, Service Request table

3. Bring o365 admin when you are configuring the things. 0365 admin add the credentials in the config and allow for ITSM landscape options

4. Check the handshake and test the chat transactions.

5. After conversation 10 mins later the transaction will be saved in the ticket work log.

Re: Microsoft teams integration to ServiceNow

Grete Johansen — Mon, 16 Sep 2024 07:45:59 GMT

Thank you - But what are the limitations? If I connect MY ServiceNow to a Customers Teams set up - will that affect our set up towards other customers? Will it have any security issues since our customers end users are contacting us via teams and not using Virtual agent in a Chat2Chat solution from their SN instance to our SN instance? I cannot seem to find what the real consequences are of suce a set up.

Re: Microsoft teams integration to ServiceNow

Grete Johansen — Mon, 16 Sep 2024 07:48:02 GMT

Thank you. For me this seems to be the solution when you connect my companys instance to my companys teams. But I want to connect my SN instance to a customers teams - and cannot seem to find an overview of the consequences. Is this limiting us to connect other customers teams to our instance - can there be a 1-many relationship in Service Now to Teams?