Microsoft Teams Integration with ServiceDesk Plus
Summary
TLDRThis tutorial demonstrates how to integrate ManageEngine's Service Test Plus with Microsoft Teams, enhancing collaboration and support. It covers prerequisites like a valid HTTPS domain and access roles in Service Test Plus and Azure. The video guides users through setting up the integration in Service Test Plus, configuring bots in Microsoft Teams, and updating necessary information in Azure. It also shows how to set up the request tab in Teams, add commands, and distribute the app across the organization. Viewers learn to execute bot commands, initiate chats with technicians, and manage service requests directly from Teams.
Takeaways
- đ The video demonstrates how to integrate Service Test Plus with Microsoft Teams, allowing users to use Teams as an additional channel for IT and enterprise support.
- đ Microsoft Teams integration with Service Test Plus was introduced in version 1.20, so users should ensure they are updated with the latest releases.
- đ Prerequisites for integration include hosting Service Test Plus on a domain with a valid certificate, accessible via HTTPS, and possibly using Azure's application proxy for public access.
- đ€ Roles required for setup include Service Test Plus SD Admin Console, Azure Global Administrator, Teams Administrator, and Azure Applications Administrator.
- đ§ The integration process involves configuring Service Test Plus, Microsoft Teams (desktop or web app), and the Azure portal.
- đ The integration setup requires three key pieces of information, detailed in the help card and documentation provided by Service Test Plus.
- đ€ The video guides through setting up a bot in Microsoft Teams, which involves naming the bot, enabling file upload/download support, and creating the bot within Teams.
- đ It's necessary to generate an application password for the bot in Microsoft Teams and update this password in Service Test Plus for authentication.
- đ The video explains how to obtain the Application ID and Tenant ID from Azure, which are crucial for completing the integration setup in Service Test Plus.
- đ The process includes configuring redirect URLs in Azure for authentication between the Teams app and the bot, and setting API permissions to allow Service Test Plus to access Microsoft's identity platform.
- đ The video also covers optional configurations like setting up command shortcuts in Teams to simplify user interactions and updating the app details in Service Test Plus for instance identification.
- đŹ The integration enables chat functionality between end users and technicians through Microsoft Teams, with the ability to create service requests directly from the chat.
Q & A
What is the purpose of integrating Service Test Plus with Microsoft Teams?
-The purpose of integrating Service Test Plus with Microsoft Teams is to leverage Microsoft Teams as an additional channel for IT and enterprise support, allowing users to manage and collaborate on service requests within the Teams platform.
Which version of Service Test Plus introduced the Microsoft Teams integration?
-The Microsoft Teams integration with Service Test Plus was introduced in version 1.20.
What are the prerequisites for integrating Service Test Plus with Microsoft Teams?
-The prerequisites for the integration include ensuring that Service Test Plus is hosted on a domain with a valid certificate, using HTTPS protocol, and is publicly accessible. Alternatively, the application proxy feature in Azure can be used to host Service Test Plus publicly.
What roles are required to set up the Microsoft Teams integration for Service Test Plus?
-To set up the integration, access is required to Service Test Plus SD admin console, Azure as a Global Administrator or Teams Administrator, and Azure Applications Administrator.
What information is needed to configure the Microsoft Teams integration in Service Test Plus?
-The integration requires three key pieces of information: Application ID, Tenant ID, and a generated Application Password.
How can the necessary information for the integration be obtained?
-The necessary information can be obtained by following the integration documentation provided by Service Test Plus, which includes details on prerequisites, rulesets, and steps for configuration.
What is the role of App Studio in the integration process?
-App Studio in Microsoft Teams is used to import an existing app, configure the bot, and set up the manifest for the Service Test Plus integration.
Why is the Application ID and Tenant ID required from Azure for the integration?
-The Application ID and Tenant ID from Azure are required to register the Service Test Plus app with Microsoft and to configure the necessary permissions and authentication settings for the integration.
How does the configuration of the request tab view in Microsoft Teams enhance the user experience?
-Configuring the request tab view in Microsoft Teams enhances the user experience by providing a single console within Teams where users can view and manage service requests from Service Test Plus.
What optional configurations can be set up to improve user interaction with the Service Test Plus bot in Microsoft Teams?
-Optional configurations include setting up commands that allow users to interact with the Service Test Plus bot using shorter commands, thus improving efficiency and user interaction.
How can users initiate a chat with a technician from within Microsoft Teams after the integration?
-Users can initiate a chat with a technician by executing the '/chat' command within Microsoft Teams, which communicates with Service Test Plus and establishes a chat session.
Outlines
đ Introduction to Integrating Service Test Plus with Microsoft Teams
This paragraph introduces the video's purpose, which is to guide viewers through the integration of Manage Engine's Service Test Plus with Microsoft Teams. The integration allows users to use Microsoft Teams as a channel for IT and enterprise support. The video emphasizes the need to keep Service Test Plus updated and outlines the prerequisites for integration, such as having a valid certificate, HTTPS protocol, and public accessibility. It also mentions the required roles for setting up the integration, including Service Test Plus SD Admin Console, Azure Global Administrator, Teams Administrator, and Azure Applications Administrator.
đ Setting Up Microsoft Teams Integration
The paragraph details the steps for setting up the Microsoft Teams integration with Service Test Plus. It begins with logging into the Service Test Plus admin console and accessing the integrations section, specifically for Microsoft Teams. The integration requires three key pieces of information, which are elaborated in the provided documentation. The viewer is guided to log into Microsoft Teams, navigate to App Studio, and import an existing app using a provided ZIP file from the documentation. The paragraph explains the process of configuring the bot within the app, including naming it, enabling file upload/download capabilities, and creating the bot within Microsoft Teams.
đ Registering App and Configuring Azure
This section continues the integration process by focusing on registering the app with Microsoft and configuring it in Azure. It involves copying the Application ID and Tenant ID from Azure and updating them in Service Test Plus. The paragraph also covers the generation of a new application password in Microsoft Teams and its subsequent update in Service Test Plus. The viewer is instructed to add a redirect URL in Azure for authentication between the Teams app and the bot. Furthermore, it explains how to configure API permissions in Azure to allow Service Test Plus to access Microsoft's identity platform API, which is necessary for fetching and updating user information.
đ Configuring Request Tab and Bot Commands in Microsoft Teams
The paragraph discusses the configuration of the request tab view in Microsoft Teams, which is an optional step to enhance user experience by reducing the need to type full commands. It guides the viewer to add new commands and configure the app details with the App ID generated during the bot creation. The configuration is tested and distributed within the organization by downloading a Service Desk zip file and uploading it as a custom app in Microsoft Teams. The paragraph concludes with a demonstration of executing commands to view all requests and initiating chats with technicians, showcasing the integrated functionality between Microsoft Teams and Service Test Plus.
đŹ Chat and Request View Integration
This final paragraph demonstrates the chat feature within Microsoft Teams, which serves as a collaborative platform for communication between users and technicians. It shows how users can initiate a chat, discuss issues, and have those discussions reflected in Service Test Plus. Additionally, it highlights the request view feature, which consolidates request-based operations from Service Test Plus into a single console within Microsoft Teams. The paragraph concludes by showing how updates made in Teams, such as adding notes or closing a ticket, are immediately reflected in Service Test Plus, emphasizing the seamless integration and collaboration facilitated by the platform.
Mindmap
Keywords
đĄManageEngine ServiceTest Plus
đĄMicrosoft Teams
đĄIntegration
đĄAzure
đĄServiceTest Plus Admin Console
đĄApp Studio
đĄManifest Editor
đĄBots
đĄAPI Permissions
đĄRequest Tab
đĄChat Feature
Highlights
Introduction to integrating Service Test Plus with Microsoft Teams for enhanced collaboration.
Service Test Plus integration with Microsoft Teams was introduced in version 1.20.
Prerequisites for integration include a valid certificate and public accessibility for Service Test Plus.
Access to Service Test Plus SD admin console, Azure, and Microsoft Teams is required for integration.
Detailed documentation provides prerequisites, rules, and steps for the integration process.
Instructions on how to log into Service Test Plus and access the Microsoft Teams integration settings.
The integration process requires only three pieces of information, outlined in the help card.
Demonstration of logging into Microsoft Teams and navigating to App Studio for integration setup.
Importing the Service Test Plus app from a zip file into Microsoft Teams App Studio.
Explanation of configuring bots in Microsoft Teams and registering the app with Microsoft.
Instructions for generating a new password for the bot and updating it in Service Test Plus.
Accessing Azure to obtain the application ID and tenant ID for integration.
Adding the redirect URL from Service Test Plus to Microsoft Azure for authentication.
Configuring API permissions in Azure to allow Service Test Plus to access Microsoft's identity platform.
Updating the bot endpoint in Microsoft Teams to complete the integration setup.
Configuring the request tab view in Microsoft Teams for Service Test Plus.
Optional configuration to prevent users from typing full commands, streamlining the user experience.
Setting up the Service Test Plus app for the entire organization in Microsoft Teams.
Testing the integration by executing commands and viewing supported operations in Microsoft Teams.
Demonstration of initiating and ending a chat between Microsoft Teams and Service Test Plus.
Accessing the request view in Microsoft Teams to perform request-based operations.
Real-time reflection of updates made in Microsoft Teams to the Service Test Plus application.
Transcripts
thank you for downloading manage engine
service test plus
in this video we are going to learn how
to integrate service test plus with
microsoft teams
using this integration users can
leverage the collaboration app from
microsoft teams
as an additional channel for it and
enterprise support
microsoft teams integration with service
test plus was introduced in version
120 so please ensure you stay updated
with all our releases
now before we proceed with the
integration let's take a look at the
prerequisites required for the
integration
make sure your service test plus is
hosted on a domain with valid
certificate
with https protocol and is accessible
publicly
you can also use the application proxy
feature in azure to host your services
plus publicly
what are the rules that's required to
set up microsoft teams integration
you will be working on the integration
setup of service test plus
microsoft teams desktop or web app and
your azure portal
make sure you have access to all the
following areas in the following roles
service test plus sd admin console azure
global administrator or
teams administrator and azure
applications administrator
now that we have understood the
prerequisites and the rules that's
required
let's log into service test plus and
perform the integration
log into service test plus admin console
and
under integrations you will have
microsoft teams
the team's integration and service test
class requires only three piece of
information
and right below is the help card where
we are going to have detailed
information on
where we could get the free piece of
information and how it could be
configured
so click on the integrations
documentation that we have
and here is the documentation the
documentation has the prerequisites the
rule sets required
and the steps that needs to be performed
so
log into teams.microsoft.com once you've
logged into teams.microsoft.com
head on to apps and look for app studio
click on app studio click on open
[Music]
now if this is the first time you're
clicking on app studio you'll get an
option to add
if it is already added just click on
open head to manifest
editor and click on import an existing
app now where do we get this app from
head to the documentation and
right underneath where we add the app
here we have mock-up service test plus
zip
file click on it to download the file
once the file is downloaded head back to
microsoft teams
click on import an existing app so here
is the app
file that i've just downloaded click on
it
open it now as we've just imported the
file the file has been imported
in this file we have packaged
information such as the application name
description version developer
information
icons and other basic information to
ease the configuration process
now that we have imported this app
the next step we have to configure is
the bots
so right under this particular app
as we could see the icon the name is
already pre-populated
i'm just gonna access box and i'm gonna
click on
setup under this particular console
i'm going to name the bot as service
test plus
i'm going to enable the option my bot
supports uploading and downloading files
and the scope is personal and i click on
create a bot
here when i click on create the bot here
this is where we are registering the app
with microsoft
and the configurations are further
continued in azure
so once i've imported the bot i get
the app id for the bot and this app
id i have to use it right into my
teams integration service test plus but
i would also require the tenant id and
the application password
so what i'm gonna do right now is i'm
gonna head to microsoft teams
and over here i'm gonna click on
generate new password
i'm gonna copy this password
and paste the same password into service
test plus
now i've copied the password that is
generated
from my bot and i've updated the same
into service test plus
i add on back to microsoft themes and
click on
ok now what's next
let's head on to azure to access the
application id and the tenant id
so right in the documentation we have
the link to access the azure portal
click on the link and you'll have access
to azure portal
so once i access azure through the link
from the documentation
it takes me right into the bot that i've
just created
click on the particular service and over
here you get access to the application
id and the tenant id
copy the application id from azure
update the same
right into service test plus likewise
copy the tenant id
and update the same tenant id into
service test plus
click on save once we click on save we
get couple of other information that is
required
we have the redirect url and the bot
endpoint
now we need to transfer this redirect
url into microsoft
azure so click on copy in service test
plus
under azure you have redirect urls
click on add redirect url click on add a
platform
web and paste the redirect url over here
and make sure you enable id tokens
after pasting the redirect url the
redirect url is required for
authentication between
the teams app and the bot so once you
have provided all this information
click on configure now once the redirect
url is added
we need to configure the permissions for
the bot
how do we do that so right into azure i
have access to
api permissions i click on that and i'm
going to click on
add permission once i've done that i
click on microsoft graph
i click on delegate permission
and over here i'm just going to click on
open
id this step is to allow service desk
plus
to access microsoft's identity platform
api so that we fetch basic information
about the users
and to update the microsoft user's
information into
service desk database so after enabling
this particular option
i click on add permissions
now that we have configured the api
permissions
in azure we have to copy
the endpoint url from service test plus
and update the same into microsoft teams
so i copy the bot endpoint
and i'm going to access microsoft teams
so all the configuration that we are
performing in
teams is right underneath the service
test plus bot
all right so all you have to do is just
paste
the bot endpoint that you have
configured from
service test plus now the part endpoint
is being updated
now that we have integrated service test
plus with teams and have registered the
part with microsoft
we are now going to configure the
request tab view in microsoft teams
let's take a look at what is required to
configure the same
we have not navigated to any other
segment so all you have to do is
click on tabs right underneath the
capabilities
and under add a personal tag click on
add tab
now what are the information that is
required and where would i get the
complete details
so i access the documentation and right
into the documentation is where i have
all the details on how to add the
request tab
now the important information is that
while adding i need to provide the
name the entity id as how it is
displayed
so let's go ahead and add the same into
microsoft teams
i provide the name
i provide the entity id now we need to
copy
and update the content url and the
website url
which is nothing but your service
testplus url where
it is hosted now i'm gonna update my
service test plus url on both these
segments
and once after i've done that there are
a couple of other
content that i need to upend into this
particular url
so right into the documentation i have
the url that i need to
update so for the content url i'm just
going to copy this highlighted segment
paste the same right into my content url
likewise for website url i'm copying
the content that is required and the
content i just copied from the
documentation i'm updating it into
microsoft teams i click on save so with
this we have now configured the
request tab for microsoft teams
once the request tab is configured i'm
going to perform
optional configuration this is to
prevent the users from typing the whole
command
you can use this optional configuration
to do this
so right under capabilities i access
bots in microsoft teams
and over here i have comments i click on
add
and i'm going to execute the comment to
know what needs to be executed over
there
the information is again provided in
your
admin guide
[Music]
so here is how you add the new command
so referring the steps
i'm just gonna provide the details over
here
the help desk information and i click
choose the scope as personal
and i click on save now once after i've
added the commands
the other important information that i
need to configure is that
i need to update this particular app id
that was
generated the moment we created this bot
into the app details so i'm just going
to copy this
and right under app details i'm just
going to
paste that information over here why do
we do this
this is basically to ensure that this
particular configuration
is for the specific instance of service
test plus
now if i'm going to have more than one
instance of service test plus
to verify which is the corresponding
instance
we need to provide the app id over here
so by default we have a prefixed app id
but it is suggested to append the app id
with
what we have received when we have
created the bot
now that these steps are configured
let's move on to the next configuration
now that we have appended the app id we
are now going to set up the service test
plus app for the
entire organization so let's see how we
do
that and what is required to do the same
head on to the teams app
and we are still under the service test
plus app
so at the very bottom we have this
option that's called test and distribute
click on test and distribute and click
on download
so this has now downloaded a service
disk zip file
navigate to the app segment on the left
hand side panel on microsoft teams
scroll to the bottom click on upload a
custom app
choose upload for sdp bot and choose the
corresponding
app that we have just downloaded
[Music]
once you have uploaded the app the app
has now been updated right into
microsoft themes so once after i have
uploaded the app
i get an option to sign into microsoft
account
once i click on it i just have to
consent
and i click on accept once after i've
accepted it
the authorization is completed
successfully and i can perform
all my operations that is required from
my microsoft teams
now i can execute commands just to see
what are all the supported operations
that i could perform
also to know what are all the supported
bot commands
access the help documentation and you
get all the information in one place
i can perform commands like view all
requests
i get to see all my tickets
so right from my team's app i can view
all the tickets
also if i have more than one instance of
service test plus
i can just use the command slash select
instance and i get access to the
instance
so apart from these supported bot
commands
the end users can also initiate a chat
with the technician
and can end the chat we're now going to
take a quick look at how the chat works
between microsoft teams and
service desk plus
[Music]
in microsoft teams i execute the command
slash chat
and this command has now communicated
service desk plus and has got me in
response
now i head to service test plus and the
technician can
see the chat from linda they can pick up
the chat and
establish communication with the user
now that in microsoft teams the users
can view the chat communication from
service test plus
right from within microsoft teams the
end user can further communicate
with the technician by saying
i need a new software and this
communication happens for a while
and the technician can say i will
initiate
[Music]
a service request
so once done
[Music]
back at teams the user can say
thank you and use the slash command to
end chat
this way the end user can initiate a
chat with the technician using microsoft
teams
and end the chat back in service desk
plus
the technician can create a new ticket
and as said
the technician can create a service
ticket choose the template
and perform the request creation process
[Music]
now we have seen how the chat feature
within microsoft teams serve as a
collaborative platform
to communicate with users now right from
within microsoft teams
we are going to access the request view
using this request view
we can bring in all the request-based
operations from service test plus into
one console within the teams
now i have couple of my open requests
being listed over here
and i can go ahead and perform
operations
such as adding notes or closing a ticket
and
all these changes will immediately
reflect into my
service testers application so over here
let me refresh this particular request
and as you can see
the status of this request which i have
updated in teams
is now reflected into service test plus
likewise not just requests status
changes or request based operations
any conversations adding of notes will
also be
reflected right into my team's app
so i've added a note on service test
plus and if i look into the teams app
i will have the notes reflected right
underneath my
ticket we have now understood how
service test plus
integrates with microsoft teams and how
it performs a platform for collaboration
as well as a single console where users
can chat
and also use the request view
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