MS Teams Channel Integration

[Pallavi65]

Hello all,

Good morning.

I have to start up an integration of MS teams Channel with Service-now.

Please remember there are channels in MS teams, and I want to integrate that channel with Service-now.

Users should be able to create ticket from that channel.

Please guide me how to kick start here and the overall set up plzz.

I see some You tube videos on MS teams' integration with Snow, but not sure if the same applies when we are integrating teams' channel with snow.

Regards,

Pallavi

[Sid_Takali]

Hi @Pallavi65 Refer below doc 

https://docs.servicenow.com/bundle/washingtondc-employee-service-management/page/product/sn-teams/co...

https://www.youtube.com/watch?v=oLqZav4eZfc

Regards,

Sid

[Pallavi65]

Hello SId,

I am following your link,

Currently, when I check this link, it is saying to navigate to Service now for Microsoft teams. But I don't see that in my instance.

SO, do I need to install any plugin?

If so, what is that?

Please guide me

Regards,

Pallavi

[Zack Hilacan1]

@Pallavi65 
There's multiple ways to integrate teams, for ticket creation or any record creation I have known one way to do it. But you need to have admin rights in teams and license/subscription(Premium Flow) in Microsoft teams to run the tool.

Follow this video:

https://www.youtube.com/watch?v=tRONqx0MLBU

The tool used in this video is called power automate but it's now called Workflows.

[danielvasqu]

To practice UI Policies and Business Rules for the CSA, you can find additional labs and resources on the following platforms:

ServiceNow Developer Site: The official ServiceNow developer site offers a range of tutorials, hands-on labs, and learning plans specifically for mastering UI Policies and Business Rules.
ServiceNow Community: The community forums often have shared resources and links to various practice labs created by other users.
YouTube: Channels dedicated to ServiceNow training can be useful. Look for those that provide step-by-step guides and practice scenarios.
Online Learning Platforms: Websites like Udemy, Coursera, and Pluralsight often have comprehensive courses on ServiceNow, including hands-on labs.
For integrating a Microsoft Teams channel with ServiceNow, follow these steps:

Prerequisites:

Ensure you have admin access to both ServiceNow and Microsoft Teams.
Verify that your ServiceNow instance has the necessary plugins for integration.
Set Up Microsoft Teams Integration:

In ServiceNow, go to the System Applications > All Available Applications > All, and search for the Microsoft Teams integration.
Install the Microsoft Teams integration plugin.
Create a Bot in Azure:

Go to the Azure portal and create a new bot resource. Configure the bot to work with Microsoft Teams.
Obtain the necessary credentials (App ID and Secret) for the bot.
Configure the Bot in Microsoft Teams:

Add the bot to the specific Teams channel you want to integrate with ServiceNow.
ServiceNow Configuration:

In ServiceNow, navigate to the Microsoft Teams application and configure the connection using the credentials obtained from Azure.
Set up the necessary tables and fields that will interact with the Teams bot.
Create Ticket from Teams Channel:

Implement a flow in Microsoft Power Automate (Flow) to trigger when a message is posted in the Teams channel.
Use the ServiceNow connector in Power Automate to create a new ticket in ServiceNow based on the message content.
Testing:

Test the integration by posting a message in the Teams channel and verifying that a ticket is created in ServiceNow.
For detailed guidance, you can refer to official documentation and tutorials provided by Microsoft and ServiceNow. Additionally, there are YouTube videos specifically about integrating MS Teams with ServiceNow that can provide visual step-by-step instructions. Make sure to check if they cover channel-specific integration scenarios.