Creating a Microsoft Teams bot and application

Creating a Microsoft Teams bot and application enables end users to access the Employee Navigator for ServiceNow agent capabilities directly within Microsoft Teams. Users can receive incident updates, view case details, and interact with agents without needing to switch to BMC Helix ITSM, BMC Helix AIOps, or ServiceNow.

This capability saves time, reduces context switching, and enables faster, more efficient collaboration.

Task 1: To create a Microsoft Teams bot

1. In the Microsoft Teams account, click the View more apps option. 

2. Search for the Developer Portal and launch it. Add the Developer Portal if it is not available.
3. Select Tools >  Bot Management > New Bot.
4. In the Add bot dialog box, enter a name for the bot.
5. In Bot management, select Configure.
6. In the Endpoint address field, copy the Webhook URL you have added in the Webhook URL field while adding Microsoft Teams as a channel through the HelixGPT Agent Studio.
   For more information, see  Enabling Microsoft Teams as a communication channel.
   The bot is successfully created.

Task 2: To create a Microsoft Teams application

 Perform the following steps in Microsoft Teams:

1. In the Developer Portal, click Apps > New app.
2. Enter a name for the application and click Add.
   
3. Review and update the Basic information screen.
   Note down the App ID. The App ID is required for BMC Helix ITSM integration.
   
4. On the Configure option, click App features and then click Bot.
5. From the Select an existing bot list, select the bot that you want to add to the application.
6. In Scope, select one of the following options:
   • Personal
   • Teams
7. From Publish, select Publish to org.
8. Click Publish your app.

Where to go from here

Configuring a bot and publishing an application in the Microsoft Azure Portal