Integration with MS Teams

DipanjanaMitra
Tera Contributor

3 weeks ago

How do I integrate ServiceNow virtual agent with MS Teams so that users can raise incidents from MS teams without logging into servicenow.

I need the steps to integrate please. 

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pavani_paluri
Kilo Sage

3 weeks ago

Hi @DipanjanaMitra ,

 

You can integrate ServiceNow Virtual Agent with Microsoft Teams by registering a bot in Azure, configuring OAuth credentials in ServiceNow, and enabling the Teams messaging app integration. Once complete, users can chat with the Virtual Agent directly in Teams to raise incidents without logging into ServiceNow.
Authentication: Map ServiceNow users to Teams identities for proper access control.
Security: Ensure OAuth secrets are stored securely.
Scoping: Limit available topics in Teams to common IT requests (incident creation, password reset, etc.).
Governance: Document the integration for support teams.

 

Register a bot in Azure
configure OAuth in ServiceNow
enable Teams integration
add the app in Teams
test incident creation.
This gives your users a seamless way to raise incidents directly from Teams without logging into ServiceNow.

Please refer below links:
https://www.servicenow.com/community/servicenow-ai-platform-blog/integrating-servicenow-virtual-agen...

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0958547

 

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for
Kind Regards,
Pavani P

 

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