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Configure Notify connector › Microsoft Teams integration for Agent Experience › Configure › ServiceNow for Microsoft Teams and Microsoft 365 › Unified Employee Experience › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Map Microsoft Azure email to ServiceNow instance

Create a custom email field to use Microsoft Teams app to initiate call for the agents to resolve the tickets raised by users.

Before you begin

Role required: admin

About this task

If your email field on the sys_user table in your ServiceNow® instance does not match email on the Microsoft Azure tenant for the user, then mapping is required. The default mapping is to the email field and stored in the system property field sn_now_azure.user_email_field. Use this procedure to change the email field value as needed.

Procedure

  1. Copy the user_email_field value.

    1. Open your ServiceNow instance.

    2. Navigate to All > System Security > Users and Groups > Users.

    3. Select a user.

    4. Right-click on the form header and select Configure > Form Layout.

    5. In the Create new field section, fill in the fields.

FieldDescription
NameEnter the name of the field as you want it to appear on forms and lists. Example: User Principal Name.
TypeSelect a field type as String.
Field lengthSelect a field length. This field is visible only for certain field types.
6.  Select **Add**.
Image omitted: create-new-field.png
Create new field
7.  In the Selected slush bucket column, move the field in the desired location on the form.

8.  Select **Save**.

    The field now appears on the form in the designated location.
Image omitted: upn-field.png
New field added to form
    The admin must enter the email used for Microsoft Teams in this field.

    You need to configure the newly created field value as the default field for initiating chats with the employee in Microsoft Teams.

9.  Right-click on the field and select **Show <value of the field name>**.
Image omitted: show-field-name.png
Show field name
    The dictionary info of the field name can be viewed.
Image omitted: field-name2.png
Field name
10. Right-click on the **Field** and copy the value.

  1. Change the email field value.

    1. Navigate to Notify > Microsoft Teams > Properties.

    2. Paste the copied email field value in the field Specify a valid teams email field value. This field value will be used when a new Microsoft Teams Conference Call is initiated of the Microsoft Teams Properties form.

      The default value is email.

    3. Select Save.

      Note: Ensure that the email address for all the users for the newly created field is updated with the email associated with Microsoft Teams app.

Parent Topic:Configure Notify connector for Microsoft Teams