Documentation forService Desk

Setup: Labs - Built-in integration for Microsoft Teams

Introduction

Through the Labs module, you can set up a built-in integration with MS Teams. If you have never used a feature in Labs before, read Setup: Labs to gain an understanding of how Labs works in Service Desk.

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Organization > Setup > Labs

Built-in process integrations

For Advanced and Premier customers.

Built-in process integrations are pre-configured connectors for popular third-party tools that are ready to use without any API knowledge. Instead of manually constructing HTTP requests and API payloads, you simply select the actions you want to perform on the target product and use the Field Mapping section to connect your Service Desk fields to the corresponding fields in the integrated product. Once configured, the integration is available as a step in your service catalog items, change catalog items, and runbooks, so your team can automate cross-product workflows in minutes.

Microsoft Teams credentials

Teams uses the OAuth 2.0 Server-to-Server flow. Before you create the credential set in Service Desk, collect your Microsoft account's Account ID, Client ID, and Client Secret from your MS Teams app, and generate a base64-encoded authorization token from the Client ID and Client Secret.

Step 1: Create credentials

  1. Navigate to Setup > Account > Credentials and click Add.

  2. Select OAuth 2.0 as the authentication method.

  3. Enter the following:

    Field Value
    Authentication URL

    https://login.microsoftonline.com/{tenant_id}/oauth2/v2.0/token

    where {tenant_id} is your Entra ID Tenant ID
    Body

    grant_type=client_credentials&client_id={client_id}&client_secret={client_secret}&scope=https://graph.microsoft.com/.default

    where {client_id} and {client_secret} are the Client ID and Client Secret of your app registration in Entra ID

    The {tenant_id}, {client_id}, and {client_secret} placeholders above indicate where you substitute your own values. Omit the curly braces and enter only the actual Tenant ID, Client ID, and Client Secret from your Entra app registration.

  4. Click Save.

    Once saved, the header value is masked and displayed as asterisks, and this credential becomes available to select when you create or edit the Microsoft Teams process integration.

Step 2: Enable the Microsoft Teams built-in integration in Labs

  1. Navigate to Setup > Labs.

    ESM customers: navigate to Organization > Setup > Labs.

  2. Scroll down to Microsoft Teams Integration and switch the toggle to On.

  3. Select whether the feature should be on for all users or specific users. If you select Specific Users, click +Add Users and search the Add Recipients list to add users.

Step 3: Configure the Microsoft Teams built-in integration

To configure, go to the Process Integrations index page and perform the steps below.

  1. Hover over the row for the built-in integration.

    ESM customers: navigate to IT Service Provider > Setup > Integrations > Process Integrations.

  2. Click the ellipsis on the far right of the row, and select Edit.

    The Edit Http Integration pane opens on the right.

  3. Under Actions, select the actions you want to allow.

    • Create Channel: Dynamically creates a new channel within a specific Team (e.g., for Major Incidents).

    • Add Member to Team/Channel: Automatically adds specific on-call users to a team based on the ticket category.

    • Update Channel Topic/Description: Dynamically updates channel metadata with the current status of a critical incident.

    • Create Instant Meeting: Creates an ad-hoc Teams meeting immediately and returns a join link to share in the ticket. See Microsoft site: Create onlineMeeting.

    • Schedule Meeting: Creates a calendar-backed Teams meeting at a specified date and time and sends invites to all listed attendees. See Microsoft site: Create event.

    • Delete Meeting: Cancels a scheduled meeting and removes it from all attendees' calendars with an automatic cancellation notification. See Microsoft site: Delete event.

    • Get Meeting Details: Retrieves the properties of an existing meeting, including subject, start/end time, and join URL. See Microsoft site: Get onlineMeeting.

    • Get Attendance Report: Retrieves a post-meeting report showing each attendee's join time, leave time, and total duration. Use this to log attendance in the ticket audit trail. See Microsoft site: Get meetingAttendanceReport.

    • Get Recording: Retrieves the cloud recording link for a completed meeting. Use this to attach the recording as a private comment in the ticket for future reference. See Microsoft site: List recordings.

    • Get Transcript: Retrieves the transcript of a completed meeting. Works for both instant and scheduled meetings, provided transcription was enabled during the call. Use this to capture meeting decisions and action items directly in the ticket. See Microsoft site: List transcripts.

  4. For each action, map the product's fields to your Service Desk fields. When you create field mappings, Service Desk automatically displays the mandatory fields, marked with a red asterisk. You can then define additional mapping for other fields by using add/remove custom fields.

    Be sure that every mandatory field is mapped to a Service Desk field. Any information you want to send to the integrated product must be mapped so Service Desk knows what to send. If any Service Desk field shows as Not Set, you cannot save.

  5. Optionally, in Labs you can enable Output Variable Abstraction for Built-in Process Integrations. This feature enables extraction of output variables from API responses in built-in process integrations. Once enabled, output variable mappings can be configured for the Teams built-in process integration, allowing you to capture response values. You can choose to enable for all users or specific users. API product fields to Service Desk fields are indicated by a right-facing arrow during the mapping process.

  6. Click Save.

  7. To take advantage of the integration, return to Process integrations and follow the instructions at Step 3: Add process integration to a workflow in a Service Catalog, Change Catalog, or Runbook.

Related topics

Setup: Labs