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

[JoshuaPowell]

Hi, not sure if this is helpful, but we had a similar issue with the External Content Connector mapping via email address instead of UPN - we have a mixed environment where for some users these match, but other users they don't.

We had to get ServiceNow support to update the PrincipleService script include, to allow for mapping via either email or UPN, essentially adding the step:
"If it doesn't find a match for the imported user via email, try using the UPN"

So, there's likely a similar script include for the Teams mapping. OOB a lot of integrations between ServiceNow and MS seem to expect a perfect match between UPN and email, which obviously isn't always the case.