Integrating Request-based chat with Microsoft Teams for GCC-H or DoD

You can integrate request-based chat with Microsoft Teams for Government Community Cloud - High (GCC-H) or US Department of Defense (DoD) customers to auto import the chat conversations between the agents and the employees.

Prerequisites

Before integrating Employee Center with your Microsoft Teams tenant, ensure that the following prerequisites are met:

• Your ServiceNow instances have been upgraded to the Vancouver release.
• You have not previously attempted installing the Conversational Integration with Microsoft Teams app on your instances.
• You have the admin permissions on ServiceNow and Microsoft Azure instances.

Integration process

1. Activate the IT Service Management integration with Microsoft Teams plugin (sn_now_teams_it).

   Note: For more information on activating plugins, see Activate a plugin.

2. Register and configure the Request-based chat application on the Microsoft Azure portal.

3. Add permissions to the Microsoft Azure application.

4. Configure Application Registry on the ServiceNow instance.

   Note: For GCC-H and DoD, use the https://login.microsoftonline.us/ domain for token and authorization URLs on the application registry page.

5. Update chat credentials with Azure GCC URL.

6. Create record with Azure GCC details.

7. Update chat credentials with Azure GCC URL
   Update the Azure URL in the chat credentials of GCC customers. Enable GCC customers to start chat and import chat conversations from Microsoft Teams to the ServiceNow instance.

8. Create record with Azure GCC details
   Create and update a new record in the sys_properties.list table with the details of the Azure account of GCC customers.

Parent Topic:Integrating ServiceNow with Microsoft Teams for GCC-H or DoD