Configure ServiceNow for Teams Rooms

Article
12/08/2023
Applies to:

Microsoft Teams

This article describes the prerequisites and steps to configure your ServiceNow environment in the Teams Rooms Pro Management portal.

Watch: Microsoft Teams Rooms Pro Management — Service Now Integration

Teams Rooms prerequisites

You must have an assigned Service Administrator role. For more information, see Role-based access control with Microsoft Teams Rooms Pro Management.
Please note that the ServiceNow API isn't currently available for GCC customers. We're reviewing solutions to enable this in government clouds. For integration with your ITSM workflow, it is recommended that customers consider using email notifications and your ITSM email ingest features.

ServiceNow prerequisites

A Basic Authorization sign-in, OR an OAuth sign-in. For more information, see Creating Credentials in ServiceNow.
A ServiceNow instance and its instance host name and API URI
A role of incident_manager or higher
A software version of ServiceNow that supports Table API

Configure your environment

How your environment is configured is highly customizable and will depend on your organization's needs. The following steps walk through how to copy your existing configuration in ServiceNow to the Teams Rooms Pro Management portal.

Open the ServiceNow instance you want to copy. You'll need to reference this as you complete the configuration form in the Teams Rooms Pro Management portal.
In a new browser tab, go to the Teams Rooms Pro Management portal and go to Settings. Then, select ServiceNow in the left navigation menu to open the configuration form.
Select an authentication method to sign in and enter your ServiceNow Instance Host and API URI.
All required items in the ServiceNow Field column of the Field Mapping section should be pre-filled. The table below contains each ServiceNow field and its corresponding Microsoft Teams Rooms field. Complete the action for each row of the Field Mapping section. For definitions of each ServiceNow field, see ServiceNow field definitions.

ServiceNow field	Microsoft Teams Rooms field	Action
short_description	Incident description	No action needed. The Teams Rooms field is auto-filled.
description	First Message	No action needed. The Teams Rooms field is auto-filled.
assignment_group	Room group	Copy the assignment_group value in your ServiceNow instance and paste it into the ServiceNow value field in the configuration form. If you have more than one assignment_group, select Add Room Group for each additional custom value.
severity	Rings	Severity is a custom value in ServiceNow. It's the fourth item in the second column of your ServiceNow instance. Copy the value and paste it into the ServiceNow value field in the configuration form. If you have more than one severity value, select Add Ring for each additional custom value.
Comments (optional)	Custom value*	To add a comments field to the configuration form, select Add at the top of the field mapping section. Copy the comment value in your ServiceNow instance and paste it to the ServiceNow field in the configuration form. Assign it a Microsoft Teams Room field from the dropdown menu, and copy and paste the ServiceNow value.
state (resolved)	Custom value*	Copy the resolution state from your ServiceNow instance and paste it into the ServiceNow value field in the configuration form.
close_code	Custom value*	In the Resolution Information tab of your ServiceNow instance, copy the close code and paste it into the ServiceNow value field into the configuration form.

*Select custom values from the dropdown menu

Note

If you can't locate your custom values, contact your ServiceNow administrator.

To add additional required fields to Resolve Incident section, select Add.

Test and enable

After completing the configuration form, select Test at the bottom of the page. Testing is required to submit your configuration.

Once your test passes successfully, select Submit to save your changes. Once you're ready to enable ServiceNow for your organization, switch the Do you want to enable ServiceNow? toggle to On.

ServiceNow field definitions

short_description: The short description field in ServiceNow is a brief, 160-character alphanumeric value that provides a summary of the incident. Short description is equivalent to incident description in the Teams Rooms Pro Management portal.
description: The description field in ServiceNow is the first value in the conversation history of a ServiceNow incident. Description is equivalent to First message in the Teams Rooms Pro Management portal.
assignment_group: The assignment group field in ServiceNow is used to organize incidents. Assignment groups are equivalent to Room groups in the Teams Rooms Pro Management portal. By default, there's one room group, and more can be added. You decide how many groups there are and how to group your incidents. For example, you might choose to organize your incidents by location.
severity: The severity field in ServiceNow is used to organize incidents by priority. The values that designate priority are customizable. Severity is equivalent to the Ring field in the Teams Rooms Pro Management portal. To customize rings in the Teams Rooms Pro Management portal, go to Updates in the left navigation menu. Then go to the Rings tab and select Add ring.
comments: Comments is an optional field in ServiceNow that is used to include custom required fields from your ServiceNow instance in your Teams Rooms Pro Management portal configuration. The equivalent of comments is a custom value in the Teams Rooms Pro Management portal.
state (resolved): The state (resolved) field in ServiceNow is used to designate how an incident was resolved and is required to close an incident. The state (resolved) value is customizable. The equivalent of state (resolved) is a custom value in the Teams Rooms Pro Management portal.
close_code: A close code must be assigned to an incident once it's completely resolved. This value is customizable in ServiceNow. The equivalent of close code is a custom value in the Teams Rooms Pro Management portal.