Configuring settings for managing and tracking major incidents

By using Microsoft Teams chat capability directly from the major incident screen, service desk agents and major incident management teams in your organization can collaborate within the organization to effectively resolve major incidents. As an administrator, you configure the following settings so that the service desk agents, specialists, or major incident management team members can launch the Microsoft Teams chat for collaboration from major incidents from a major incident screen. 

Before you begin

• Ensure that you have an Azure account that has an active subscription, and you have the application administrator permissions in Azure.
• You have Application administrator role or the permission to manage applications in Azure Active Directory (Azure AD).
  

To configure settings for launching Microsoft Teams chat

To launch Microsoft Teams from the major incident screen, you must configure the following settings in the Azure Portal:

To register an application in Azure Active Directory

In this step, register a new application in Azure AD and define the type of account. This application is intended to be used for collaboration only by users in your tenant.

1. Sign in to the Azure portal .
2. In Manage Azure Active Directory > App registrations, click +New registration.
   
   
   
   
3. In the Name field, enter a display name for the application.
4. From the Supported accounts type options, select Accounts in this organizational directory only (<company name> only - Single tenant).
   
   
   
   
5. Click Register.

To generate Secret ID

The Secret ID is used by the application to identify and authenticate itself to launch Microsoft Teams from BMC Helix ITSM: Smart IT.

1. In the Overview pane, under Client credentials, click Add a certificate or secret.
   
   
   
   
2. Click +New client secret and then enter the details.
   
3. Click Add.
4. Click the Copy icon to copy the Secret ID.
   You need to enter this Secret ID in the Collaboration Room Configuration form.
   
   
   To update permissions in the MS Azure application

In this step, you configure the application access to Microsoft Graph.

1. In the API permissions pane, click +Add a permission.
2. On the Microsoft API tab, click Microsoft Graph.
3. For What type of permissions does your application require?, select Delegated permissions.
4. Add the permission as shown in the following image:
   
   

To add Redirect URI

Once the app is registered and authenticated, the authorization server sends the user to the redirect URI that you configure. Perform the following steps to add a redirect URI for BMC Helix ITSM: Smart IT:

1. In the  Authentication pane, click +Add a platform.
2. Select Web. In the Redirect URI, enter your Mid-Tier URL followed by pwa/assets/swarm/swarm.html.
   For example, https://hostname.bmc.com/arsys/pwa/assets/swarm/swarm.html
3. Click Configure.
   
   
   
   

To update the Collaboration Room Configuration form

BMC Helix ITSM: Smart IT  needs the details to launch Microsoft Teams chat for the users in your tenant. Fill the Collaboration Room Configuration form with the details as described in the following procedure:

1. Click Application Administration Console > Configuring foundation > Advanced options > Collaboration Room Configuration Settings.
2. Enter the details on the Collaboration Room Configuration Settings form.
   
   
   
   

To provide consent to initiate a chat

To launch Microsoft Teams chat from the incident screen, the Azure AD application administrator needs to provide a consent and approve it. You can use one of the following options to grant the permission:

• As an Azure AD administrator or a user with permission to manage applications in Azure AD, you grant the permission upfront by clicking the permission URL.
  The URL format must be:
  https://login.microsoftonline.com/common/adminconsent?client_id= <Application Client ID>&state=12345&redirect_uri=https://localhost/myapp/permissions.
• For the first time, when a major incident team member launches Microsoft Teams chat from the incident screen, the Azure AD application administrator receives a request to approve it. You can sign into the Azure portal and grant the permission.