FAQs on MS Teams Integrations - updated September 2023

[Pooja Gupta1]

FAQs for Microsoft Teams Integration Plug-ins 

1. What is the “ServiceNow for Microsoft Teams” integration? What are the capabilities associated with it?

“ServiceNow for Microsoft Teams” is an umbrella term used to describe a set of capabilities that ServiceNow and Microsoft Teams customers can use to improve their employee and agent experience and productivity.

From an Employee perspective, capabilities included are:

• ServiceNow Virtual Agent on Microsoft Teams — Employees can access the ServiceNow virtual agent directly from Microsoft Teams. They can raise support requests, self-service with knowledge articles, or request to speak with a live agent without leaving Microsoft Teams.
• Actionable Notifications — Employees can respond to the comments on tickets, approval requests, and changes with actionable notifications within Microsoft Teams
• Informational Notifications — Employees can receive status updates, e.g. approval updates, directly in Microsoft Teams.
• Employee Center portal on Microsoft Teams — Employees can access the complete Employee Center portal directly within Microsoft Teams. They can see pending tasks, check the status of open tickets and receive company communications via the embedded portal.
• Universal Request on Microsoft Teams — Employees can create, track, update or even close Universal Request directly from Microsoft Teams. Empowers Agents to initiate MS Teams chat with requestor and import the same in Universal Request.

From an Agent Perspective, capabilities included are:

• Agent to Employee chat— Provides agents the ability to initiate a Microsoft Teams chat with an employee from a ticket and then to copy the chat transcript back to the ticket as a comment.
• Chat to Call — Provides service agents with the ability to initiate a meeting on an incident, task, or universal request, directly in Microsoft Teams.
• Major Incident Management (MIM) – MIM allows organizations to quickly respond to significantly disruptive events affecting the business which require cross-team collaboration and communication to broader organization.
• Meeting Extensions for Major Incident Management – Embeds portions of the Major Incident Management Workbench directly into a Microsoft Teams conference call to provide shared understanding of the Incident and upcoming communication tasks. 

2. In order to set up the ServiceNow for Microsoft Teams Integration, what plug-ins are available and which capabilities are enabled through them?

Below are plug-ins available for integrating ServiceNow for Microsoft Teams:

Plug-in	Capability	ITSM std.	ITSM Pro	HRSD Pro	Release Compatibility
IT Service Management integration with Microsoft Teams Store Product Docs	Virtual Agent (VA)	X (VA Lite)	X	-	San Diego
	Informational Notifications	X	X	-	San Diego
	Actionable Notifications		X	-	San Diego
	Employee Center	X	X	-	San Diego
	Agent-Employee Chat	X	X	-	San Diego
HR Service Delivery integration with Microsoft Teams Store Product Docs	Virtual Agent (VA)			X	San Diego
	Informational Notifications	-	-	X	San Diego
	Actionable Notifications	-	-	X	San Diego
	Employee Center	-	-	X	San Diego
	Agent-Employee Chat	-	-	X	San Diego
Notify Connector for Microsoft Teams Store Product Docs	Major incident Management	X	X	-	San Diego
	Chat to call	X	X	X	San Diego
Universal Request integration with Microsoft Teams Store Product Docs	Universal requests via Virtual Agent on Employee Center	-	X	X	San Diego
Meeting Extensions for Microsoft Teams Store Product Docs	Integrate MIM Workbench with Microsoft Teams	X	X	-	San Diego
Conversational Integration with Microsoft Teams Store Product Docs	All Virtual Agent features (as applicable)	X (VA Litxe)	X	X	San Diego

3. What do I need to download to use the Microsoft Teams Integration functionality?

	Objective	Requirements	Capabilities included
	Use ServiceNow Virtual Agent with Microsoft Teams	·       IT Service Management Pro, or ·       HR Service Delivery Pro for full Virtual Agent, or ·       IT Service Management Standard To implement ServiceNow Virtual Agent with Microsoft Teams, see Conversational Integration with Microsoft Teams.	·       Enable ServiceNow Virtual Agent on Microsoft Teams. ·       Supports Virtual Agent features such as Virtual Agent designer controls for creating conversations, notifications, AI Search results.
Enhance Employee Experience by integrating ServiceNow with Microsoft Teams		·       IT Service Management Pro, or ·       IT Service Management Standard To implement, IT Service Management integration with Microsoft Teams, see Overview of IT Service Management integration with Microsoft Teams.	·       Enables employees to view and take action on actionable notifications. ·       Access to all Virtual Agent capabilities directly via Microsoft Teams. ·       Embed Employee Center within Microsoft Teams (employees can access the portal by staying within Microsoft Teams).
		·       HR Service Delivery Pro for full Virtual Agent To implement HR Service Delivery integration with Microsoft Teams, see Overview of HR Service Delivery integration with Microsoft Teams.	·       Enables employees to view and take action on actionable notifications. ·       Access to all Virtual Agent capabilities directly via Microsoft Teams ·       Embed Employee Center within Microsoft Teams (employees can access the portal by staying within Microsoft Teams).
		Universal Request To implement Universal Request integration with Microsoft Teams, see Overview of Universal Request integration with Microsoft Teams	Allows employees to create universal requests directly from Microsoft Teams, via ServiceNow Virtual Agent
	Enhance Agent Experience by integrating Major incident Management workbench with Microsoft Teams	·       Notify plugin ·       Major Incident Management ·       Chat to Call To implement Notify connector for Microsoft Teams, see Notify connector for Microsoft Teams. To implement Meeting Extensibility with Microsoft Teams, see, Meeting Extensibility for Microsoft Teams.	·       Provides agents the ability to initiate a Microsoft Teams chat with an employee from a ticket and then import the chat transcript back to the ticket as a comment. ·       Allows the agents to work and manage the major incidents from the Major Incident Management (MIM) workbench through Microsoft Teams.
	Build Custom integrations	For more information see, Microsoft Teams Graph spoke , and Microsoft Teams Commmunications spoke.	Allows to create custom integrations using Microsoft Teams Graph spoke and Microsoft Teams Communications Spoke.

4. What does the “Service Now for Microsoft Teams” Bundle include?

The bundle includes the following 4 plug-ins:

• IT Service Management integration with Microsoft 365: Resolve employee requests, directly in Microsoft Teams
• HR Service Delivery integration with Microsoft 365: Resolve employee requests, directly in Microsoft Teams
• Notify Connector for Microsoft Teams: Start and manage Microsoft Teams Meetings with Notify
• Meeting Extensions for Microsoft Teams: Manage Major Incidents within a Microsoft Teams Meeting

Download them all to satisfy all agent and employee use cases listed herein.  The IT Service Management and HR Service Delivery plug-ins contain dependent plugins to achieve the stated functionality.

5. Why is Virtual Agent required for ITSM/HR Integrations for Microsoft Teams?

Virtual Agent is not required to integrate with Microsoft Teams; however, if customers want to use ITSM and/or HRSD OOTB topics, they will need Virtual Agent plugins installed.

6. Is there a possibility to just integrate with Microsoft Teams as a standalone without Virtual Agent?

Yes.  Collaboration between ServiceNow and Teams is possible without integrating Virtual Agent by configuring the Notify Connector.  However, Virtual Agent is a prerequisite for the IT Service Management and HR Service Delivery integrations with Microsoft Teams.  The Notify Connector for Microsoft Teams does not require Virtual Agent.

7. If the user does not have the ITIL license, can they still get actionable notifications?

Yes. Actionable notifications require ITSM Pro, but they do not require an ITIL license.

8. Are there any specific use cases for CSM?

No.  There are no unique use cases that are specific to CSM customers. 

9. Where can I find a demonstration of the ServiceNow for Microsoft 365 integration?

Refer to the Live on ServiceNow On Demand sessions for the latest event recordings.  Some recent sessions include: 

• ServiceNow for Microsoft Teams: Simple Use Cases and How to Get Started
• Best practices for deploying and driving adoption of ServiceNow for Microsoft Teams
• What's new for ServiceNow for Microsoft Teams 
• ServiceNow Virtual Agent Integration with Microsoft Teams - DEMO (on YouTube)

These cover both the integration process and various use cases.

FAQs on Employee Center availability on Microsoft Teams

1. How is Microsoft Teams integrated with Employee Center?

Microsoft Teams is integrated with the employee profile page to show presence as well as to enable employees to initiate a Teams chat with co-workers.  Microsoft teams can also be used by agents to communicate with employee requesters, and that chat history is automatically associated with requests/tickets and visible to employees via the ticket pages on Employee Center.

 2. Are both Employee Center and Employee Center Pro available on Microsoft Teams?

Yes, customers will see the version they have implemented available on Microsoft Teams, as well as Microsoft Outlook and the M365 App.

3. Do customers need to install the latest ‘ServiceNow for Microsoft 365’ app to access Employee Center from Microsoft Teams, Outlook or M365?

No, just a post-Rome release that supports Employee Center

4. Do we need HRSD license to access Employee Center Pro from Microsoft Teams?

No. There are no extra checks for licenses made for the integration. The customer would need to download “IT Service Management for Microsoft Teams” or “HR Service Delivery for Microsoft Teams”, and if they have Employee Center Pro implemented, they will be able to access it via Microsoft Teams.

This means, an ITSM customer with standalone Employee Center Pro license can access Employee Center Pro from Microsoft Teams.

5. Are there any additional licenses required to access Employee Center from Microsoft Teams?

No.

6.  What happens when a customer has chosen to not implement Employee Center?

Customers who don’t have Employee Center implemented can point the portal on the ServiceNow custom app on Microsoft Teams to any other Service Portal application (e.g. /sp or a custom portal) in their instance.

7. Can customers integrate Microsoft Teams with a custom portal instead of Employee Center?

Yes. Find the details here to Embed a custom portal dashboard.

8. Is the experience of Employee Center online portal in sync with what is visible in Microsoft Teams?

Yes, customers will not be required to maintain two separate portals.

FAQs on Technical Details on Microsoft Teams

1. Is Live agent supported?

Yes. To connect with a Live Agent on Teams, just type “live agent” or select it from the available topics menu. The legacy Connect Support feature is not supported in Teams.

2. Does NLU work with Microsoft Teams?

Yes.

3. Do we support on-premise customers?

No.

4. Does Teams work with Government GCC tenants?

Yes.  A self-configured bot is required to work with GCC tenants.  Follow this process.   

5. Is it possible for my Microsoft Teams tenant to support multiple ServiceNow instances?

Yes, with the February 2022 release, a single Microsoft Tenant can be connected to multiple ServiceNow instances.

6. Is it possible for my single ServiceNow instance to support multiple Microsoft Teams Tenants?

Yes.  With the August 2022 (Tokyo) release, multiple Teams tenants may be connected to a single ServiceNow Instance.  This functionality is designed for use with customers who outsource their IT Service Management to a third party.  The end customer can connect their tenant to the Service Providers tenant for MS Teams chats.

7. If my organization maps its Microsoft Teams tenant to multiple ServiceNow instances, and we leverage Employee Center on more than one Instance, what will be the experience for my users?

The user's experience will be based on the Employee Center that the user's instance points to. 

Each instance has its own configuration that defines its specific Employee Center. One Teams user is only part of one ServiceNow instance, and hence will experience the Employee Center version configured for the specific ServiceNow instance.

8. . What are the Multi-tenant Azure Apps?
A multi-tenant Azure App allows other tenants to access it. For example, ServiceNow meeting extension app resides on tenant A and tenant B can call it. ServiceNow supports both single and multi-tenant Azure apps. To learn more about meeting extension configuration, please go here.

9. What authentication is used for the integration?

JWT token for inbound authentication and OpenID Connect (OIDC) for outbound. See https://docs.microsoft.com/en-us/azure/active-directory/develop/v2-protocols-oidc for more information.

10. How do I raise awareness of the Virtual Agent bot in Microsoft Teams with my users?

An admin can install the Virtual Agent app to all users and pin an app in Teams to make it easily accessible. This can be done in the Microsoft Teams admin center in “Teams app > Setup policies”. See Microsoft Teams documentation on Teams app setup policies.

11. What data does the ServiceNow Virtual Agent app on Microsoft Teams access from Teams? What kind of data is stored by ServiceNow/Teams, and for how long?

ServiceNow Teams will access basic user info (name, username, email). In Azure they are mapped to following API permissions (User.Read). We also capture the chat messages in our Interaction table and imported into incident records where configured. The retention rate for chat messages on the Teams side is 90 days.

12. What are some usable shortcuts or commands when in Teams? 

In Teams, you can use the following commands for actions such as beginning and ending conversations.

Command	Description
Hi	Begin a new conversation or access option for transferring to a live agent.
agent	Begin a new conversation or access option for transferring to a live agent.
bye	Leave a live chat conversation when no live agent is available (the bot does not respond).
help	Displays a short list of useful commands.
logout	Unlink your ServiceNow account from a messaging integration.
notification or notifications	Subscribe to or unsubscribe from notifications.
restart	End the current conversation and begin a new one.

13. Is it possible to restrict Virtual Agent topics from Microsoft Teams

In the topic condition script, use “vaContext.devicetype === Teams” as a condition to exclude topics from the Microsoft Teams channel.

Example script where the topic will not be displayed if channels are Slack, Teams, and Workplace:

14. Is guest access allowed to access VA topics?

Yes. Topics with role = ‘public’ are shown to guest users. Guest user access is controlled in the Teams admin center, “Org-wide settings” page.

15. Where can I find more details on Virtual Agent?

Check out the Virtual Agent FAQ here. Visit the Virtual Agent/NLU Community forum here for more information about Virtual Agent.

FAQs on Regulated Market Support

1. Can ServiceNow Government Community Cloud (GCC) customers integrate their instances with Microsoft Teams?

Yes! Currently GCC customers can integrate their NOW instances with Teams (within Microsoft GCC and GCC High environments) to utilize Virtual Agent & Employee Center capabilities. The steps to integrate are located here:

• Integrate your NOW instance with Teams in Microsoft GCC
• Integrate your NOW instance with Teams in Microsoft GCC High (GCC-H)

2. Can ServiceNow Government Community Cloud (GCC) customers integrate their instances with Microsoft Teams in Microsoft GCC DoD?

At this time, NOW instances cannot be integrated with Teams instances that exist within Microsoft GCC DoD. We are actively partnering with Microsoft on this integration.

3. What ServiceNow products and services integrate from NOW instances in GCC to Microsoft Teams?

At this time, our Virtual Agent and Employee Center integration with Microsoft Teams has been tested. We are in the process of testing additional integrations from our ITSM and HR service delivery product suites.

[Chris D]

In Orlando today, we use Now Virtual Agent to use VA in Teams. We have ITSM Pro and would like the whole gamut of new Paris/Quebec features and I swear I saw that if we install 'ITSM Integration with Microsoft Teams', that gives us full VA capabilities but that's not clear here...

Do we also need to install 'Conversational Integration with Microsoft Teams' in addition to ITSM Integration??

[Pooja Gupta1]

You don't need to install 'Conversational Integration with Microsoft Teams' in addition to ITSM Integration. You will get the full VA capabilities when you install the 'ITSM Integration with Microsoft Teams' plug-in.

[Chris D]

Thank you!

[Mario Correia]

The link for "Enhance Agent Experience by integrating Major incident Management workbench with Microsoft Teams" points to a staging site, the public docs site.

[Kelly Logan]

In Rome the ITSM integration setup creates a manifest that hardcodes the portal to be used as Employee Center, but not all customers have /eesp set up yet. Is Employee Center (as opposed to the standard service portal) considered a prerequisite to use the integration? 

[Paul Curwen]

Great article, thanks for taking the time

[Marcello Marqu1]

Hi All,

Can I translate the shortcuts words to my language (item 12 above)? How can I do this ?

[Niclas]

Regarding Point 6: 

6. Why is Virtual Agent required for ITSM/HR Integrations for Microsoft Teams?

• Microsoft Teams integrations plug-ins use ServiceNow’s Virtual Agent capabilities for all their notifications, dashboard, and calling features.  Customers who only want to use the “Agent to Employee chat” feature in the “ITSM integration for Microsoft Teams” and “HRSD integration for Microsoft Teams” plug-ins don’t need to use VA and can choose to deactivate it after installing the plug-ins.

How can we deactivate the Virtual Agent Aspect if we want to use ServiceNow for MS Teams only for Actionable Notifications and Informal Notifications sent from Major Incident Workbench?

The same question was asked here in the community. I found some options (commented on the linked article), but this does not shut down Virtual Agent aspect completley. E.g. there is still option to request live chat, how can I disable this? 

We raised HI Ticket, but they suggested to deactivate the Now Virtual Agent App in Teams, but this would also block the notification functionalities...

[Niclas]

You can do this with a System Property  sys_properties.list, it's described here in the Docs.

I believe after changing the System Property you would need to redo the Steps of creating new Manifest version, upload and approve it in MS Teams, so that it's getting updated in the manifest. 

[Munesh1]

7. Can customers integrate Microsoft Teams with a custom portal instead of Employee Center?

Find the details here to Embed a custom portal dashboard.

I did try this option to point it to my Service Portal but its not working.

Then I changed directly in manifest file to point it but only name is getting changed to "Service Portal" in Teams but its not redirecting to my sp portal

Any Thoughts ?

[Ashley]

Good Morning,

Great Article,

Can you explain how we can update the help command tips that are displayed and the "Go to Tips" button?

My community question here:

https://community.servicenow.com/community?id=community_question&sys_id=7bfa908bdbd4d5105205e6be1396199c

Kind Regards

Ashley

[Fu]

Hi Munesh,

You can change to your custom portal by updating the sys_property (sn_now_teams.portal.suffix) instead of the manifest file. Here is an example where I'm using Instance Security Center portal instead of Employee Center. 

 

[Fu]

Hi Niclas,

If you want a user to request a live agent, you do need Virtual Agent, however, if an agent wants to chat to a user, they can launch a Teams chat from the record (ex: incident). Notification is part of "Notify Connector" which is independent of Virtual Agent. On your instance, go to "Install Azure Apps". You'll see 3 components: Notify Connector, Request based Chat, and SSO. This is not the same as "Messaging Apps Integration" for Virtual Agent. 

[Fu]

Thanks Mario. Links are now fixed.

[Niclas]

Hi Fu, thanks for the reply.

You are correct for the Group Chat in MI Workbench "Collaborate" section.

However there are also those "Employee Action Use Cases":

• Notification in "Communicate" Section in MI Workbench
• Informal Notifications
• Actionable Notifications, like Approval and Comment  "personal" Notifications in the "Communicate" section, and the configurable informal and actionable notifications. Those pop up to the individual Users in "ServiceNow for MS Teams" App, only when they install the "ServiceNow for Teams" App in MS Teams. Same is for informal and actionable notifications.

All of those Notifications only show up for you, if you have installed the "ServiceNow for Teams" App in MS Teams. If I don't install the App in Teams I don't get the Notification. The Notifications are sent by "Virtual Agent". 

The MS Teams App automatically exposes Virtual Agent and Live Chat. 

We have not finished implementing Virtual Agent or Live Agent, so it shall not be exposed yet. I was expecting a simple option to deactivate Chatbot and Live Agent transfer if you are not ready with it yet, and just offer simply the Notifications. 

[Niclas]

Hi Fu, thanks for the reply.

You are correct for the Group Chat in MI Workbench "Collaborate" section.

However there are also those "Employee Action Use Cases":

• Notification in "Communicate" Section in MI Workbench
• Informal Notifications
• Actionable Notifications, like Approval and Comment  

All of those Notifications only show up for you, if you have installed the "ServiceNow for Teams" App in MS Teams. If I don't install the App in Teams I don't get the Notification. The Notifications are sent by "Virtual Agent". 

The MS Teams App automatically exposes Virtual Agent and Live Chat. 

We have not finished implementing Virtual Agent or Live Agent, so it shall not be exposed yet. I was expecting a simple option to deactivate Chatbot and Live Agent transfer if you are not ready with it yet, and just offer simply the Notifications. 

[Fu]

Hi Niclas,

Yes, you are correct. Actionable and non-actionable notifications are sent via VA and enabled on "Messaging Apps Integration".

[Niclas]

@Munesh1 : I recall we had a discussion regarding "User not authorized" on the service portal tab. Somehow with the recent change of community your comment got lost...

Anyway, after checking with NowSupport, in the ServiceNow Application Registry there will be an entry "Azure AD - sso - <your teams tenant name>". In this entry you also need to update the Client ID to point to Application ID of the ServiceNow Auth App you created in Azure Application Registry. 

This though is NOT mentioned in the docs for single tenant set up, it only mentions another Application Registry (https://docs.servicenow.com/bundle/tokyo-employee-service-management/page/product/sn-teams/task/upda...) 

[Joe Walters]

Under #3 of the What do I need to download to use the Microsoft Teams Integration functionality? section, (specifically under the "Enhance Agent Experience by integrating Major incident Management workbench with Microsoft Teams" part, it says, "Provides agents the ability to initiate a Microsoft Teams chat with an employee from a ticket and then import the chat transcript back to the ticket as a comment."

But I can't find any doc or demo on how this capability is actually configured or made available.

From my reading of the FAQ, it seems like this is a feature that should be available with the install of the Notify plugin + Notify connector for Microsoft Teams. But after installing both in a demo instance, I don't see any UI actions or anything from where a Teams Chat (not a call) can be initiated.

Please help me fill in the gaps of what I'm missing.

Thx!

[Doug5]

Great summary.  Very well done.   I have spent hours go around in circles looking at the SN documentation.  Your FAQ has given me a directions through the fog.

[Karen Rubio]

Hi, I have a question regarding searching SharePoint content within MS Teams. I participated in a demo of ServiceNow integration with MS Teams, where it was shared: it is possible to search SharePoint content within teams. You can enable the SharePoint to go look at sites as well as documents and the documents will then show on teams in order to see those search results.

Do we have to enable Sharepoint content in ServiceNow and index in ServiceNow first (using Sharepoint Online Connector, AI Spoke or similar) before exposing in search in MS Teams?  Or is there a different way to enable and expose the Sharpoint content in MS Teams?

Looking forward to help and guidance.

Thanks!

[Sam Aboutorabi]

Hi.  I have setup EC within Teams integration.  I have noticed that there is an option in Teams EC to open up EC via a Web browser.  When you do that, it shows the web based VA within EC.  Anything you do with the Web based EC VA does not sync within the Chat functionality within Teams.  i.e. Web based EC va does not sync with Teams Chat VA.  Is there a way to do this or will you need to disable VA within Web based EC?  

[Jerzy Pa_ka]

@Pooja Gupta1 

Is there posibility to use Virtual agent lite with Actionable Notifications ?

[Michael Helms]

I'm looking to start a teams conference call within flow designer and cannot find any documentation on how to build an action to do so with the notify connector. 

We currently have notify working with teams and MIM. I reached out to SN support but with no luck. 

Has anyone attempted to do this yet?

[Ashley]

@Michael Helms 

I have never tried to do it myself but a good place to start would be here with the Microsoft Graph rest api

https://learn.microsoft.com/en-us/graph/api/application-post-calls?view=graph-rest-1.0&tabs=http

If you have an Integration Hub subscription, check out the Microsoft Teams Communications Spoke, these have prebuilt spokes for starting a group call.

https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/integrationhub-store-spo... 

Hope it helps.

Kind Regards

Ashley

[Steven Vanden 1]

From what I could understand this should be possible in Tokyo. Right?

[Siva Kumar Nai2]

@Pooja Gupta1  - Can we identify the number of users using the ESC portal via Teams?

[Jerzy Pa_ka]

@Pooja Gupta1 @Jeff Fox 

We have strange situation after cloning prod env.
It seems like our tennant still can see avaibility for some of users that were available during prod clone on our dev instance that is connected to test tenant(which doesnt have those users) what can be the reason for that behaviour ?

[Anna T_]

@Steven Vanden 1 - Is that how you set it up after? I am wondering the same thing. Want to be able to do dev in Dev and push up to Prod without having to disconnect/reconnect Teams since we only have 1 teams tenant. Did you use employee centre/service portal as part of your integration, or just the conversational integration?

[Bharat Tagad]

Is there any restriction for importing chat messages to incident record when the chat is created from 'start microsoft teams chat' ui action?

For how long the chat is imported?

Is there any way to auto close the chat by Service Desk agent?

[Tonyskin]

Our portal has Agent Chat on it, and we do not want that in the MS Teams version of the portal.  We tried to modify the CSS to remove it, but that does not seem to work.  Any ideas where we could go to look to remove it only from MS Teams?  I have a case currently open with ServiceNow Support, but I need to try to get this fixed quickly so I am trying all channels.

[Ashley]

Hi @Tonyskin,

I hope you're doing well,

The only solution I can think of at the moment that would work for you (not the prettiest) is to clone your current Service Portal, give it a new name and remove agent chat that way.

To control what loads with ServiceNow MS Teams Employee Centre tab, you need to update the following system property: sn_now_teams.portal.suffix (I add to create it the first time as we use a custom portal).

Here are the docs if you wanted to read more into it:

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

I hope it helps,

Kind Regards

Ashley

[Tonyskin]

@Ashley Thank you for your response. We already have the custom portal setup in Teams, but making a clone would mean that every time we make a change to one portal, we would have to make the same change to the other.  This could cause other problems later on.  We found one document that tells how to hide it, but it just doesn't seem to be working.  I have ServiceNow working on it as well, so hopefully they can figure out why.

[Ashley]

@Tonyskin No problem, definitely understand your concerns with this solution.

Hope ServiceNow figure it out, maybe post the solution in here for anyone else looking for the same answer to help.

Kind Regards

Ashley

[ericpetty]

the link to the Teams Meeting Extension configuration is bad; it looks correct, but when clicked just takes you to a an overview portal of the platform.

https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/meeting-extensibility/conce...

that's where the link is trying to go, but that just routes you here instead : Extend Now Platform capabilities (servicenow.com)

[Dhanush Rao K]

We are integrating teams with ServiceNow to access our portal.

We are facing an issue stating that  "Error while authorizing the user".Can anyone suggest like what is the exact problem and remedy for the above issue.

[Tonyskin]

@Dhanush Rao K The issue you are having is that the field that is linking the MS Teams account to the ServiceNow User account has different data.  In ServiceNow, say you have the email address tony@mail.com, and in MS Teams the email address is t@mail.com. Since MS Teams is looking for a User account that has the email address (or UPN, or user ID, or whatever you told it to use) in the ServiceNow User table, it is failing to link the accounts.  This KB explains it a little more.

To fix it, go to the following link (replace your instance name): https://{instance}.service-now.com/nav_to.do?uri=oidc_provider_configuration_list.do

Once there, look for the record that matches you MS Teams Tenant (Mine says Azure AD - "domain").

When you go in there, you will see two fields to the right: User claim (this is what field in MS Teams will come over); & User field (this is what field in ServiceNow User table to match to).  Both of mine are set to "email".

Most of my users work, but because we have some people that have been around for a very long time and have multiple email addresses, I run into a couple that have a mismatch to which is the primary, and since ServiceNow only has one, it fails for them.  For those cases, I have to go back to my Azure team and have them change the email address on their side so it matches the ServiceNow email address coming from our identity vault application. 

Hope this all makes sense.

[Tonyskin]

Now that we have the MS Teams integration working (virtual agent and service portal), does anyone know how to get metrics about the usage?

[Chris D]

@Tonyskin The ootb Virtual Agent Dashboard has a widget showing usage by Channel, which will identify the count/percentage of conversations in Web Client vs Teams (vs others, if applicable).
If you want to do any more specific reporting, you can use the Device Type field on the Conversation (sys_cs_conversation) table.

As far as the Portal on Teams, I'm not aware of any way to identify usage. I would expect it would be in User Experience Analytics but - unless you use a dedicated portal for Teams - there's nothing there as far as I know that identify which Portal usage is browser vs Teams.

[Tonyskin]

Unfortunately, it won't let me create a report against "sys_cs_conversation".  I can browse to it using the List view, so at least I can get some info.  As for the dashboard, I can see the type so that helps.  Thank you.

[bvilla]

Hi,

Is there a way to enable the attendance report and enable the transcription?