Make sure SupportCenter Plus is hosted on a domain with a valid certificate, run on HTTPS, and publicly accessible. You can also use the Application Proxy feature in Azure to host SupportCenter Plus publicly. Learn more.
To set up the Microsoft Teams integration, you will be working on the integration setup of SupportCenter Plus, Microsoft Teams desktop or web app, and your Azure Portal. Make sure you have access to all those areas with the following roles:
SupportCenter Plus SDAdmin
Azure Global administrator/Teams Administrator and Azure Applications Administrator
The first thing you'll need to set up the Microsoft Teams integration is to create and install a SupportCenter Plus app in Microsoft Teams as explained below:
Go to your Microsoft teams app or head to teams.microsoft.com
Go to the Apps tab on the left pane and locate Developer Portal.
3. Click on Add. The Developer Portal will be added to your list of apps.
Once the Developer Portal has been installed, go to the apps tab inside the developer portal and click on Import App.
6. Once imported, click on app features on the left pane and click on Bot. Now click on Create a new bot.
7. Click on + New Bot on the top pane and provide the name as SupportCenter Plus Bot.
9. Copy the Client ID and Tenant ID and save them in a file.
10. Now go to Certificates and Secrets and click on New Client Secret. Once created, copy the value and save it in a file.
11. Now paste the Application ID, Tenant ID, and the Client Secret(Application Password) in the MS Teams configuration page of your SDP instance.
12. Copy the redirect URL, head to the Azure Portal and go to the "Authentication" tab.
13. Head to "API Permissions" tab, click on "Add a permission" and select "Microsoft Graph". Select "Delegated permissions" and search for openid and click "Add permission".
14. Head back to SupportCenter and copy the bot endpoint URL. Now go to the Tools tab in the Developer Portal, click on Bot Management and choose the Bot you just created.
15. Click on Configure and paste the bot endpoint URL that you copied.
16. Now go to your app, head to basic information and paste the Application ID you copied from Azure portal in the Application ID field.
17. Go to App features tab and paste the Application ID from Azure in Enter a bot ID field. Click Save.
18. To display the list of available commands for users in their SupportCenter Plus bot chat, go to the App Features -> Bot -> Add a command. This is only an optional step and the commands can be used regardless.
19. By adding a personal tab, you can allow your technicians to track their SupportCenter Plus requests. The steps to add the tab are as follows:
20. Go to App Features -> Personal App -> Add a personal app. Provide a name for the app.
21. Under Content URL, append /WOListView.do?externalframe=true to the domain where the SupportCenter Plus domain is hosted.
22. Under Website URL, append /WOListView.do to the domain where SupportCenter Plus is hosted. Click Confirm.
23. Now that all the configurations have been completed, Click on Publish to Store in the left pane and click on Download app package.
By default, SupportCenter Plus contains a list of default commands that can be invoked from Microsoft Teams. You can create more custom commands and execute any action in Microsoft teams right using the SupportCenter Plus bot.
Displays a help card with the commands applicable to the logged in user
Quick create requests by providing only the subject and description
/view all requests
Lists all the requests of the user
/view open requests
Lists all the open requests of the user
Search requests using keywords (the keywords will be looked for in request subjects)
Lists all the pending approvals of the user (user can perform approval actions from the respective request cards)
Displays a consolidated view of pending approvals and open requests
Lists the portals for the user to select from
Revoke SupportCenter Plus authorization from the Teams account
/chat (only for contact)
Initiates a chat with support rep
/end chat (only for contact)
Ends chat with support rep
In the Microsoft Teams Configuration page, go to Bot Commands tab.
Click Custom Command.
Enter the Name of the command.
Outline the functioning of the command in Description.
Configure the Actions to be performed when the command is executed. You can associate global functions as the action or create a global function using the New option.
Click Create Command.
The created commands are reflected immediately in Microsoft Teams. Use the icon to disable a command and prevent users from using it. You can enable it later if needed.
You can create cards in Microsoft Teams by invoking custom commands.
Click on a command name to modify the command details. Use Update to save the changes. You can use the icon to delete the command.
You can create cards to be displayed in Microsoft Teams by initiating the respective command using global functions.
You can design the card using Microsoft Adaptive Cards. Copy the card JSON.
Create a custom command as mentioned here.
Go to Admin > Developer Space > Custom Function > Global Function.
Click New to create a global function and paste the card JSON.
Sample card JSON
The created card will appear as follows
Go to Admin > Developer Space > Custom Function > Global Functions > New.
Create a global function using the code mentioned below:
data = Collection();
On clicking the Create Task button present in the card the task for the specified request gets added in SupportCenter Plus. A success message is returned along with the ID.
After the bot is added to a team, SupportCenter Plus will be able to access the channels present in the team.
You can map the various support groups present in SupportCenter Plus with respective teams channels. When a request is assigned to a support group, the bot will trigger a notification to the respective channel.
Go to the Notifications tab in the Microsoft Teams Configuration page.
Select Enable Support group notifications to send alerts in the channel.
Map the support group and the teams channel from the respective drop-down. Use the Add icon to map multiple groups with their respective channels.
Click Update to save the mapped relationships.
You can create requests in SupportCenter Plus from within Microsoft teams using the quick create feature. This feature works just like the Quick Create feature in SupportCenter Plus.
To create a request using this feature,
Execute the command /create request.
Execute the command /overview and click Quick Create.
Enter the subject and description of the request and click Create Request. Click Cancel to abort the process.
The quick create option uses the default request template to create requests. If the default template has mandatory fields, you can update a request template without any mandatory fields in the database using the following query:
You can approve/reject a request or change in SupportCenter Plus from within the teams app. To do this,
Execute the pending approvals command from the chat window. This displays all your pending approvals as individual cards.
Add relevant comments and perform the required action for each approval.
Users can track their SupportCenter Plus tickets under the Request View tab in the SupportCenter Plus app in Microsoft Teams.