Microsoft Teams Integration with ServiceNow (Virtual Agent Setup Guide)

[ajaykumarin]

Overview

This guide explains how to integrate ServiceNow Virtual Agent with Microsoft Teams, including plugin setup, Azure authorization, and Teams app configuration.

1. Prerequisites

ServiceNow Requirements

• User must have admin or external_app_install_admin role

• Required plugins:

  • IT Service Management for Microsoft 365 (sn_now_teams_it)

  • ITSM Virtual Agent Conversations (sn_itsm_va)

Microsoft Tenant Requirements

• A valid Microsoft tenant

• Required roles:

  • Global Administrator

  • Application Administrator

Important Condition

• ServiceNow user email must match Microsoft Teams email

2. Configure Microsoft Teams Channel (Virtual Agent)

Login

• Login as Teams Admin in ServiceNow

Navigation

Conversational Interfaces → Channels and Integrations → Microsoft Teams Channel

Steps

• Select Integrate with Now Virtual Agent 

• Click “+” (Add)

• Authorize using Teams Admin account.
  

Now Virtual agent is Enabled for Microsoft Teams
Note: Now we can able to access virtual agent in microsoft teams without employee centre Tab.

3. Install Azure Applications

Navigation

ServiceNow for Microsoft 365 → Install Azure Apps

Steps

• Click Install

• Login using Microsoft Teams Admin account

• Provide Admin Consent

Verification

• Ensure status shows Installed.

Now Servicenow is connected to Microsoft tenant.

4. Create Teams Application Manifest

Navigation

Application Manifest → ServiceNow for Teams

Steps

1. Click New

2. Enter:

   • Name → (This will be the bot name in Teams)

3. Click Save

4. Click Next

5. Select:

   • Connect a single ServiceNow instance

6. Enter:

   • Portal Name (Tab Name)

7. Click Download Manifest.

5. Upload App in Microsoft Teams Admin Center

Steps

1. Go to Microsoft Teams Admin Center

2. Navigate to:

   • Teams Apps → Manage Apps

3. Click:

   • Actions → Upload New App

   4. Upload the downloaded manifest file

6. Verify Application in Teams

Steps

• Search for the app using the manifest name

• Open the app details

• By default, it is available to all users.

7. Add App to Microsoft Teams

Steps

1. Open Microsoft Teams

2. Go to Apps

3. Search for the ServiceNow app

    4. Click Add

8. Test Virtual Agent

Steps

• Open the app in Teams

• Type “Hi”

• Complete account linking

• Test:

  • Virtual Agent topics

  • Incident creation

  • Request status

Validation

• Ensure correct portal is loaded

• Verify responses from Virtual Agent