Configuring settings to launch Microsoft Teams chat from incidents

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

1. Register an application in Azure AD.
2. Generate Client ID and a Secret Key.
3. Update permissions in the Azure application.
4. Add Redirect URI.
5. Update the configuration form.

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 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).

1. 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.

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 to generate the secret ID.
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 a Redirect URI

After 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:

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 needs the details to launch Microsoft Teams chat for the users in your tenant. Perform the following steps to fill the Collaboration Room Configuration form with required details:

1. Click Application Administration Console and then click Configuring foundation.
2. Click Advanced options and then click Collaboration Room Configuration Settings.
3. Enter the details as shown in the image below 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. Sign in to the Azure portal and grant the permission.