Enabling Microsoft Teams as a communication channel

The features and enhancements in this topic are under controlled availability to select customers.

By integrating Microsoft Teams as a communication channel, BMC HelixGPT administrators can streamline user interactions, automate support tasks, and improve service delivery. By leveraging Microsoft Teams’ familiar interface, organizations can enhance collaboration, reduce response times, and provide real-time support without switching platforms.

Scenario:  Enhancing employee self-service with Microsoft Teams

Jonnie, Apex Global's HelixGPT Manager administrator, and Office 365 (Teams) administrator adds a custom channel integrated with Microsoft Teams to enhance employee self-service.

Employees can request new software, check asset availability, and track service requests directly within Teams.

The channel delivers instant responses, automates approvals, and escalates complex requests to the IT team, boosting efficiency and reducing the service desk workload.

Limitations

Microsoft Teams integration has certain limitations:

  • No support for Live Chat integration.
  • No support for the Image prompt in BMC Helix Digital Workplace

Before you begin

Make sure that the tasks documented in the Configuring Microsoft Teams bot for streamlining incidents topic are complete.

To add Microsoft Teams as a communication channel

  1. In HelixGPT Manager, select an application from the Applications drop-down list.
  2. Select an appropriate skill for the application you select.
  3. Click the Channels tab.
  4. Click Add Channel.
    The Add Channel dialog box is displayed.
    25_2_Add_Channel.png
  5. Select Microsoft Teams from the Channel drop-down list.
  6. Click Add.
    The Add Channel dialog box is displayed.
    25_2_Add_Channel_dialog.png
  7. Set the following values in the Add Channel dialog box:
    Field nameDescription
    NameCustom channel name.
    DescriptionCustom channel description.
    Name of the custom channel.A unique identifier for the bot registered in Microsoft Azure. This ID enables the integration between BMC HelixGPT and Microsoft Teams, allowing seamless communication and automated interactions within the Teams environment.
    Microsoft Bot IDThe Bot ID of the Bot you have configured in the Microsoft Developer Portal.
    Microsoft App PasswordValue of the Client secret field of the Bot you have configured in the Microsoft Developer Portal.
    Webhook URLThe endpoint address you have configured in the Microsoft Developer Portal.

     

  8. Click Save.

Result

The following screenshot shows a collaboration in Microsoft Teams to resolve an incident:

MSTeams_results.png

Where to go from here

Launching ChatOps for collaboration

 

 

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