Help Help Help. MS Teams Integration for conversational Virtual Agent

[burn907]

6 Months in trying to setup MS Teams integration and have got absolutely nowhere. I am putting my faith in this wonderful community to help where SN Support have not.

We have a single M365 tenant that is shared across multiple divisions (large enterprise). There are multiple ServiceNow instances that would need to be configured to the single Microsoft Tenant.

Going through every single piece of documentation that has been thrown at us, we still cannot get conversational working.

We have the App Registration set. We are configuring "Connect multiple ServiceNow instances to your MS Teams tenant. The issue, I believe, is to do with the mapping of our users with the OAuth OIDC provider. Our Microsoft Tenant UPN and email do not match. ServiceNow assumes they do. No amount of changing the user_claim or user_field has worked.

Someone somewhere must also have a similar setup.

Appreciate any guidance.

Thank You

[Dr Atul G- LNG]

Hi @burn907 

Involved the SN support team.

[burn907]

I have. Cases have been open for months. 

[Dr Atul G- LNG]

We had a case on Microsoft Teams. We raised the case, added the SN account representative, and then received an update.

[burn907]

Our Account reps have been included in the case since they were raised in October 2025