ServiceNow & Microsoft Teams

Integration
Installation guide and troubleshooting

Paris++ release
Table of Contents

Installation guide ......................................................................................................................................... 3

Prerequisite — entitlements, accounts, and roles ................................................................................ 3
Installing the ITSM and/ HRSD integration for Microsoft Teams Plug-ins............................................. 4
Installing the Conversational integration for Microsoft Teams only (@Victor - DONE) .................... 9
Troubleshooting.......................................................................................................................................... 13
ITSM/HR Integration for Microsoft Teams Troubleshooting ................................................................ 13
Conversational integration for Microsoft Teams Troubleshooting.................................................... 13
Acknowledgements .................................................................................................................................. 17
For More Information ................................................................................................................................. 17

2
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Installation guide

Prerequisite — entitlements, accounts, and roles

Before you begin the installation, make sure you have the following pre-requisites:

- Entitlement:
o Customer need at least ITSM standard to use “Notify Connector for Microsoft
Teams”, “Meeting Extensions for Microsoft Teams”, and “ITSM integration with
Microsoft Teams”. ITSM Pro customers will get access to additional features on
each plug-in.
o Customers need at least HRSD Pro to use “HRSD integration with Microsoft Teams”
plug-ins.
o All customers need IntegrationHub Starter subscription package at the minimum
- Release:
o ITSM customers need to be on Paris Patch 5 at the minimum.
o ITSM Pro customers need to be at least on New York release to integrate VA with
Microsoft Teams.
o HRSD Pro customers must be at least on Paris.
- Virtual agent enablement:
o ITSM Standard customers must have Glide Virtual Agent Lite installed.
o ITSM Pro customers must have ITSM Conversations (VA for ITSM Pro) installed.
o HRSD customers Human Resources Scoped App: Virtual Agent Conversations
installed. Note that this is automatically gets installed along with the “HRSD
integration for Microsoft Teams” plug-in.
o Virtual Agent is not required for Notify Connector and Meeting Extensions plug-ins.
- Accounts:
o You need admin access for a valid Azure account
o You must have Office 365 account for Microsoft Teams
o You must have the admin role in your ServiceNow instance
Note that only admins can install ServiceNow plug-ins and roll out to their users.
The integrations do not support the Microsoft Teams freemium account, which uses email
accounts other than Microsoft Office 365 accounts.
- Role:
o You need to have admin access for Microsoft Tenant (including Azure and
Teams) and ServiceNow Instance.

3
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Installing the ITSM and/ HRSD integration for Microsoft Teams Plug-ins

There are three main set-up parts for properly configuring the ITSM integration for Microsoft
Teams Plug-ins (see image below):

Note that the Microsoft side of the installation steps (i.e. Part 1 and Part 2) are the common steps
for installing either the ITSM or the HRSD integration for Microsoft Teams. You also only need to do
it once.

Part 1: Prepare your organization’s Microsoft tenant to grant access and permissions to
ServiceNow Instance (common step for ITSM and HRSD integration—you need to do it only
once)

Important Note: If you are installing these plug-ins on your personal ServiceNow instance,
you need to create a Microsoft Developer tenant. You can create it through
Follow the below steps (video for the steps to come soon):
https://developer.microsoft.com/en-us/microsoft-365/dev-program. By doing this you
will create a new domain and a new microsoft account associated with this domain (for
1. Login to
example the Microsoft Azure portal (you need to have
<username>@<domain>.onmicrosoft.com). Makeadmin
sure access
you useto your
the same login
organization’s Microsoft tenant. In effect, this should be same as your Microsoft
details for following the installation steps for Microsoft Azure and Microsoft teams. You
candeveloper account,
also add sample if you
users are domain
of this doing the
as configuration on yourthe
demo data through personal ServiceNow
instance—you will have
developer.microsoft.com portal.to request access to a free Azure account liked to your Microsoft
developer account, if you haven’t done that before.)

2. Create a new Microsoft Azure application that will be used to enable these plug-ins.
Once you register the new Azure application, you will have a tenant ID and Client ID
created that is unique to your application.

4
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 3. Mange the newly created Azure application to Authenticate users to access Your Hub
dashboard. A few clarifications and checks:

a. Verify that in step 12, on the product docs page, the “Grant admin consent for
{tenant}” points to the correct tenant. For customers, this should be the
Microsoft 365 tenant for your organization and for individuals who are
configuring this on their personal environment, this should be same as your
Microsoft Developer tenant.

b. In step 15, the “Client ID” in the “Application URI" is the client ID for the new
Azure application you created in the step above— you can get it from the app
overview tab

c. For step 20, you need to add two separate client application forms, one for
each Client ID (i.e. for Teams mobile/desktop application and for Teams web
application)

d. You won’t have to do step 21 in product docs, as you have already created
the application.

Once you are done with the above three steps, your Azure portal work is complete. Next move to part 2:
setup your ServiceNow instance.

Part 2: Connect your ServiceNow instance with your organization’s Microsoft tenant
Start with basic setup checks for your ServiceNow instance, including:
1. Login to your ServiceNow instance, and ensure you have the right setup to begin with.
These include:
a. Ensure have admin access
b. Ensure the email you have associated with your ServiceNow profile is same the
one used in Microsoft 365 tenant — it should have your tenant name after @ for
example: <username>@<domain>.onmicrosoft.com.
2. Install IT Service Management integration with Microsoft Teams application on your
ServiceNow Instance. Make sure to install the fix-script as well.
And/Or
Install HR Service Delivery integration with Microsoft Teams application on your
ServiceNow Instance. Make sure to install the fix-script as well.
Note that for HR Service Delivery integration, you also need to install the Restricted Caller
Access(RCA) update sets from its ServiceNow store page (see below screenshot)

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 To avoid any configuration issues in your environment because of these RCA update sets,
you must do the following as per guidance in product docs:
a. Verify Application Restricted Caller Access(RCA) Privileges
b. Upload Restricted Caller Access(RCA) records

3. Register the Microsoft Azure application you created in Part 1 with your ServiceNow
instance. Do the following for this:
a. Register the tenant id to link to ServiceNow instance — ensure you use the tenant
id from your Azure application’s overview tab on Azure portal.
b. Register the client id to link to ServiceNow instance — ensure you use the client id
from your Azure application’s overview tab on Azure portal.
4. Create a Manifest file that end-users will use to connect their ServiceNow app on
Microsoft Teams with your organization’s ServiceNow instance. Ensure to download te
manifest fiIe in an accessible location. If you need to edit the manifest file, for any
reason, you will need to first move it to draft, edit it, and re-download it. Follow
instructions here.
5. Verify and update the ServiceNow for Microsoft Teams application registry on your
ServiceNow instance is properly. Use the below screen shots for additional clarity:
a. The Client ID can be reviewed and edited from the main page itself. For making
changes to the OAuth OIDC Provider Configuration field, you will have to click on
the information button (see below)

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 b. Once you click the information button, you can review the teams record. Verify
that the OIDC Metadata URL has the correct tenant ID, which should be same as
the Azure application you created. If you need to edit it then, you will have to
open the teams record to edit it (see below)

c. Once the teams record is open you can edit the OIDC Metadata URL field.
Ensure to follow the same format as mentioned in product docs (i.e.
https://sts.windows.net/{tenantID}/.well-known/openid-configuration/)

Part 3: Install the ServiceNow app on Microsoft Teams

Follow the steps below:

1. Login to Microsoft teams using your Microsoft tenant account, which will give you the
admin access.

7
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 2. To make the ServiceNow for Microsoft Teams app appear in Microsoft Tems for all users,
you need to Install ServiceNow for Microsoft Teams app as an admin. Ensure when you
use the right manifest file to create the custom app — it must be same as the one you
downloaded in part 3, step 5.

3. Connect the Virtual Agent capabilities on the ServiceNow for Teams app you just installed
on Microsoft Teams. Note that you may see a notification to do so auto pop-up on the
chat window and that it will take you to the ServiceNow instance for some additional
installation steps.

Part 4 (for ITSM): Configure the experience as per your needs

After you are done with Parts 1 to 3, you have the integration with Microsoft Teams
established. Now you need to configure the experience you want to enable for users using
this integration. Make sure you verify the Virtual agent and Your Hub out of box experience is
working fine, before you proceed with the below configuration steps.

Follow the below steps:

1. Define which tables (incident, request, etc.) you want to extend the UI actions for the
agent i.e., “Start Microsoft Teams chat” and “Import messages” UI action. Here are the
instructions to extend each UI action:
a. Customize Start Microsoft Teams chat UI action
b. Customize Import Messages from Microsoft Teams UI action
2. Define which business rules (for actionable notifications) you want to extend to another
table (similar to what you did for UI actions). Follow these instructions.
3. Define which widgets you want to enable for Your Hub dashboard in Microsoft Teams.
Learn more about the instructions and widget information here.
4. Finally, ensure that you don’t have double notifications set-up for your users. Follow these
instructions.

Part 4 (for HRSD): Configure the experience as per your needs

To come.

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Installing the Conversational integration for Microsoft Teams only
**These instructions are for the Virtual Agent integration with Microsoft Teams only. It does not
include any of the new capabilities in the ITSM or HR integrations. See here if you only want to
upgrade an existing Virtual Agent integration from a previous release. ***

Video of install steps: https://vimeo.com/420623394/c00a6ba9ff

In the Quebec+ release, the “Conversational Integration with Microsoft Teams” store application
is required to install the Microsoft Teams integration. The most recent release of the store app is
version 1.0.4 (at time of writing). It is available for Quebec+ only.
First, be sure that you have a Microsoft 365 developer account.
1. Request the “Conversational Integration with Microsoft Teams” app from the ServiceNow
Store.

2. After several minutes, go to your instance and navigate to “All Available Applications >
All”. Search for “Conversational Integration with Microsoft Teams”. Click “Install”.

3. After installation of the plugin, navigate to “Messaging Apps Integrations” and you will
see that the “Microsoft Teams” install button is now enabled. (Without the plugin
installed, the button will be grayed out.) Click “Install”.

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 4. ServiceNow asks to be taken to a 3rd party site. This brings up the Microsoft login page.
Log in with your Microsoft credentials. Then click “Accept” on the next page.

5. After installation is successful, you can also check back on the “Messaging Apps
Integration” page to see your Microsoft Teams tenant name included.

Adding the Now Virtual Agent to Microsoft Teams

If you’ve already installed the ITSM integration, created a Manifest and uploaded it as a custom
app to Microsoft Teams, you can skip this step. Otherwise, see here for steps to download our
Now Virtual Agent app from the Microsoft Teams app store.
6. With the Microsoft Teams client open, click on the “…” button and then search for
“ServiceNow Virtual Agent”. Our “Now Virtual Agent” app will appear in the search
results.

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
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 7. Click on the app, and click ‘Add’.

8. Congrats! You’ve now successful installed the Microsoft Teams integration. The bot will
automatically reach out to you to connect your account. If not, type “hi” to start it.

11
© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
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 12
© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Troubleshooting

ITSM/HR Integration for Microsoft Teams Troubleshooting

Your Hub is not working

This typically happens when either the Microsoft Teams user is not getting authenticated
correctly. Do the following to checks:
1) Ensure the email of the user i sys_user table on ServiceNow instance is matching with
the admin account email for your organization’s Microsoft 365 tenant account. If you
are using your personal/demo environment this will be your Microsoft 365 developer
account.
2) Ensure the ServiceNow for Teams application registry values are correctly configured
on your ServiceNow instance. Here are the instructions. For additional details on this,
see Part 2, step 6 in the implementation guide above.
3) If you are still not able to resolve, follow this KB Article (you will need to login to
access)

Conversational integration for Microsoft Teams Troubleshooting

Patching guidance: Most issues with installation, account linking, responsiveness, or notifications
are resolved in the latest release patches (at time of writing): Orlando patch 10, Paris patch 7,
and Quebec Patch 2. Debugging guidance: When troubleshooting, it is helpful to check the
system logs: “System Log” > “All” when running into Microsoft Teams issues.

Debugging guidance: When troubleshooting, it is helpful to check the system logs: “System Log”
> “All” when running into Microsoft Teams issues.

When opening Microsoft Teams to test, be sure you are logged in with your Microsoft 365
account and not your organization-provisioned Microsoft account, such as @servicenow.com.
Otherwise you may run into issues or not have access to Teams at all.

I’m unable to click the “Install” button for the Microsoft Teams integration

If the Install button on the “Messaging Apps Integration” page is disabled, ensure that you have
first installed the Conversational Integration with Microsoft Teams plugin in the “All Applications”
page. If already installed, you can also try repairing the plugin. You should also see a record for
“VA Teams Adapter Provider” in the sys_cs_provider table.

Go to the message_auth table and see if a record exists for your tenant_id (ServiceNow Virtual
Agent Teams App – xxx-xxx-xxx...).. Delete the record, then retry installation.

I have issues linking my account, e.g. I do not receive a message to link my account.

Check to see if there’s already a conversation record in sys_cs_adapter and

sys_cs_conversation. Select and delete the latest record for the user. Then try starting a
conversation again with “hi”.

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Check system logs to see if you get this message:

WARNING *** WARNING *** Get for non-existent record: oidc_provider_configuration:, initializing

WARNING *** WARNING *** No record found in oidc_provider_configuration for sysId=

How to resolve this error:

1. Go to the oauth_oidc_entity table and select "ServiceNow Virtual Agent Teams App".
2. In the "OAuth OIDC Provider Configuration" field, click the magnifying glass and select
"Microsoft Teams", and click Update.
3. Restart Microsoft Teams

How do I unlink a user account?

1. From Microsoft Teams, type “logout”, to log out of the Virtual Agent app.
2. Go to “Self-Service > My Profile”. In the Related Links, click on “View linked account”.

3. Check the box for the Microsoft Teams integration, and then click “Actions on selected
rows” and click “Unlink account”.

How do I unlink a tenant?

14
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Navigate to table: sys_cs_provider_application, select the row with the tenant name and
Provider is “VA Teams Adapter”. Delete the row with the tenant name.

The Virtual Agent is not responding.

First option

• Type “hi” or “restart” into the chat.

If a topic or conversation is stuck or not running, test the flow in the web client (e.g.
Service Portal or Designer topic tester) to determine if the issue is with the Teams client or
the Virtual Agent service.

Second option (requires deletion of table records in ServiceNow instance)

• As an administrator, navigate to sys_cs_conversation, and delete any conversations

where Device Type = ‘Teams’ and State = ‘Faulted’.
• Go to System OAuth (oauth_entity table) and make sure the “ServiceNow Virtual Agent
Teams App” record id present and is using “49471a10-fdbc-4ffb-b0b8-944f3df985d9" as
the client ID. If the record is missing, try re-installing the integration.

User interactions are also captured in the sys_cs_client_adapter table. Ideally, at the
completion of a conversation, in the “Adapter state” field, the conversationId reference
should be ‘null’. If the user is encountering an issue and their latest adapter record does
not show “conversationId: null”, delete that record. Run “gs.cacheFlush()” in the
background script to clear the instance cache. (Making manual changes to records on
sys_cs_client_adapter is otherwise not recommended.)

15
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Last option

Have the user manually log-out of the Now Virtual Agent app, then uninstall and re-install
the Virtual Agent app in Teams if they have permission. If no other solutions work, log a
case.

I’m not receiving any notifications.

First, check that notifications are enabled for Microsoft Teams on the “Messaging Apps
Integration” page (in Global scope).

For users, ensure that you are subscribed to notifications by typing “notifications”.

If you are expecting an actionable notification, those only appear when there are no open
conversations, i.e. after the previous conversation has ended, including greetings.

For system performance reasons, we recommend that notifications be targeted in its audience
and not exceed the following:

• More than 10K notifications using VA as a provider in a day.

• More than 100 users using VA as a provider for a single notification.

Note: As of the Quebec release, actionable notifications are available to ITSM Pro subscription
only.

The output text formatting is strange/inconsistent.

Microsoft Teams renders HTML output as image and strips out the intended formatting. To avoid
formatting issues, use output types other than HTML.

My live agent is not answering on Teams, even though it’s working in web.

Check your agent chat queue to make sure it’s not configured to only answer when the user is
requesting from a portal, e.g. a scripted condition that requires the interaction to come from
‘sp’.

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© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Acknowledgements
Authors: Victor Chen, Pooja Gupta
Contributors: Gene Shtilkind, Eleanor Branch, Mike Malcangio
Special thanks to: Nilima Desai, Marcelle Goodsell, Wen Xu

For More Information

Microsoft Teams documentation
Virtual Agent & NLU ServiceNow Community Forum
ServiceNow/Microsoft Teams Overview video

17
© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.