Microsoft Teams Integration with ServiceDesk Plus

Summary

This 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

• 🔗 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.
• 🆕 Microsoft Teams integration with Service Test Plus was introduced in version 1.20, so users should ensure they are updated with the latest releases.
• 🔒 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.
• 👤 Roles required for setup include Service Test Plus SD Admin Console, Azure Global Administrator, Teams Administrator, and Azure Applications Administrator.
• 🔧 The integration process involves configuring Service Test Plus, Microsoft Teams (desktop or web app), and the Azure portal.
• 📄 The integration setup requires three key pieces of information, detailed in the help card and documentation provided by Service Test Plus.
• 🤖 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.
• 🔑 It's necessary to generate an application password for the bot in Microsoft Teams and update this password in Service Test Plus for authentication.
• 🌐 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.
• 🔄 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.
• 📝 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.
• 💬 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

00:00

🔗 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.

05:00

🛠 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.

10:01

🔑 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.

15:05

📝 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.

💬 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.

Keywords

💡ManageEngine ServiceTest Plus

ManageEngine ServiceTest Plus is a software testing tool designed to automate the testing of IT services. In the context of the video, it is the primary subject being discussed, particularly its integration with Microsoft Teams. The video aims to educate viewers on how to leverage this integration for enhanced IT service management and support within an organization.

💡Microsoft Teams

Microsoft Teams is a platform that combines workplace chat, video meetings, file storage, and application integration. The video script describes how ServiceTest Plus can be integrated with Microsoft Teams to provide an additional channel for IT and enterprise support, showcasing the collaboration capabilities of Teams in a service management context.

💡Integration

Integration in this video refers to the process of combining different software systems to work together. The main theme revolves around integrating ServiceTest Plus with Microsoft Teams, which allows for a more streamlined workflow and communication between IT support teams and users within the organization.

💡Azure

Azure is Microsoft's cloud computing service that offers a range of cloud services, including virtual machines, cloud storage, and application hosting. The video mentions using Azure's application proxy feature to host ServiceTest Plus publicly and accessing the Azure portal to configure the integration settings, demonstrating Azure's role in facilitating the integration process.

💡ServiceTest Plus Admin Console

The ServiceTest Plus Admin Console is the administrative interface for managing the ServiceTest Plus application. The video script instructs viewers on logging into this console to perform the integration with Microsoft Teams, highlighting its importance in the setup and management of the ServiceTest Plus environment.

💡App Studio

App Studio is a feature within Microsoft Teams that allows users to create and manage custom applications. The video script guides viewers through using App Studio to import and configure the ServiceTest Plus app within Teams, showcasing how App Studio simplifies the process of custom app development and deployment.

💡Manifest Editor

The Manifest Editor is a tool within App Studio used to edit the manifest file of a Teams app. The manifest file contains essential information about the app, such as its name, description, and permissions. The video script mentions using the Manifest Editor to import an existing ServiceTest Plus app, indicating its use in the customization and configuration of the app.

💡Bots

Bots in the context of the video refer to automated software agents that can interact with users within Microsoft Teams. The script describes configuring a bot named 'ServiceTest Plus' to enable file uploading and downloading, illustrating how bots can be used to enhance functionality and user interaction within Teams.

💡API Permissions

API Permissions refer to the access rights granted to an application to use specific APIs. In the video, configuring API permissions in Azure is discussed as a necessary step to allow ServiceTest Plus to access Microsoft's identity platform API, which is crucial for fetching and updating user information within the service management process.

💡Request Tab

The Request Tab in Microsoft Teams is a customizable section within a Teams channel that can display specific content or applications. The video script details how to configure the Request Tab to display ServiceTest Plus information, demonstrating how Teams can be tailored to provide quick access to service management functionalities.

💡Chat Feature

The chat feature in Microsoft Teams allows for real-time communication between users. The video script explains how this feature can be used to initiate and manage chats between end-users and technicians within ServiceTest Plus, highlighting the collaborative aspect of Teams in an IT support setting.

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