Integration with Microsoft Teams

The first step is create an app in Microsoft Teams.

To create the Teams App:

1. Log into Microsoft Teams as an Administrator.
2. On the Apps tab, search for and add App Studio.
3. On the Manifest editor tab of App Studio, select Create new app.
4. Specify the following values as a minimum:
• short name
• full name
• short description
• full description
• package name (for example, yourcompanyname.isdteamsapp.com)
• version (in the form 1.0.0)
• short description
• long description
• developer information (for example, your name and your company website address)
• website URL (requires https://)
• privacy statement URL (requires https://)
• terms of use URL (requires https://)
5. Click Generate.
   The App ID is generated.
6. Under Capabilities, select Bots, then click Set up.
7. Enter a Name, select My bot is a one-way notification bot, and set the Scope to Team.
8. Click Create bot.
   The bot is created and appears on the Bots page, showing the ID that is used in the Service Desk system settings as the Bot Id.
   
9. Click Generate new password.
   A password is created, which is used later in the Service Desk system settings as the Bot Password.
10. Enter a Bot endpoint address in the form:
    https://[URL to server]/[framework instance name]/api/messages?v=*
    for example:
    https://my.example.org/servicedesk.framework.web/api/messages?v=*
11. From the Test and distribute tab, download the Teams App as a zip file.
    

When you have created the app, you need to upload it.

To upload the Teams App for your organization:

1. Log into Teams as an Administrator.
2. On the Apps tab, click Upload a custom app and upload the zip file from the previous section.
   A tile appears for the uploaded app.
3. Click the tile for the app, then click Add to a team.
4. Search for the required team, then click Set up a bot.
   The Teams app is installed for the selected team.

You are now ready to configure Service Desk to use the Teams App, after which you can add users to the team in Teams.

When you have created the Teams App, and uploaded it, you can configure the integration between it and Service Desk. This involves adding some Service Desk system settings from the Teams App configuration, then adding a member to the appropriate Team, then returning to the Service Desk system settings to enable and further configure the integration.

To configure the integration between Service Desk and the Teams App:

1. Log in to the Service Desk Console as an Administrator.
2. On the Settings menu, click System.
   The System Settings page appears.
3. Under Teams Integration, set the following values:
   Bot Id – the ID generated in Microsoft Teams when you created the bot
   Bot Password – the password generated in Microsoft Teams after you created the bot
   Link To Team – the URL created when you select Get link to team from the Team's context menu
   Notification Image Url – the URL to the image you want to appear on the Teams notification
4. Save the settings.
   The next stage is to set the read-only Service Url value, which is done for you when the first message is sent to the Service Desk Framework when you complete the following steps.
5. In the Service Desk Configuration Center, recycle the Framework app pool.
6. In Microsoft Teams, add a user to the Team that has the Service Desk Notification App installed.
   This sends a message to the Service Desk Framework and so populates the Service Url system setting.
7. On the Service Desk System Settings page, under Teams Integration, set Enable Teams Notifications to True and verify that the Service Url setting has a value.