Microsoft Teams Custom Widget for ServiceDesk Plus On-Premises

Overview:

The Microsoft Teams widget enables technicians to create and schedule meetings directly from within ServiceDesk Plus.

Setting up Azure app registration:

1. Head to the Azure portal - > App registrations - > New registration:

2. Inside the form for creation, name the app registration and choose Multitenant under Supported account types. Under Redirect URI, select Web from the drop-down and specify the URL in the below format:
   
   https://<sdp_domain>/integration/oauth/callback

(where <sdp_domain> should be replaced with the actual SDP domain)

3. Once created, you'll be redirected to the app registration's details, make a copy of the Application ID (Client ID) and have it stored.

4. Head to Manage in the left pane - > Certificates and secrets - > New client secret - > enter a name and validity - > copy the value of the secret generated.

5. Now head to the API permissions tab in the left pane and add the following three delegated permissions by Add a permission - > Microsoft Graph - > Delegated permissions:
   
   Calendars.ReadWrite.Shared
   OnlineMeetings.ReadWrite
   offline_access

Setting up ServiceDesk Plus:

Go to Admin -> Developer Space -> Connection.

Under Custom Services - > Click on Create Service.

Name the service microsoftteams.

Set the Authentication Type to OAuth2 and in the Client ID and Secret fields, paste the values copied from the initial steps on the Azure portal, respectively.

In the Authorize URL paste the below value:
https://login.microsoftonline.com/organizations/oauth2/v2.0/authorize

In the Access Token URL and the Refresh Token URL fields, paste the below value:
https://login.microsoftonline.com/organizations/oauth2/v2.0/token

Once done, add the below three scopes with both the scope and the display name as the same value:

Calendars.ReadWrite.Shared
OnlineMeetings.ReadWrite
offline_access

Change the scope delimiter from Comma to Space

Once done, click on Create Service, post which you'll be asked to authorise the connection. Name the connection as microsoftteams, select all the three scope checkboxes and click on Create And Connect.

You'll be asked to authorise with your Microsoft credentials, follow the on-screen instructions which will authorise the connection between Microsoft and ServiceDesk Plus.

We have successfully established a connection between the two services; now, onto uploading the MS Teams widget.

Step 2: Configure the Widget

1. Download the custom widget zip from here and unzip it.

2. Open the plugin-manifest.json file in a text editor.

3. Locate the connections object and update it with your connection details which can be found under Admin - > Connections - > microsoftteams - > JSON.

4. After editing the configuration, re-zip all the files of the widget.

(Important note: Select all the files individually and zip it instead of selecting the folder and zipping it)

Step 3: Upload the Custom Widget

1. Go to Admin -> Developer Space -> Custom Widget.

2.Upload the zipped widget file.

Once uploaded, the widget will be available for use.

Access the Microsoft Teams widget:

1. Navigate to an existing request in ServiceDesk Plus.

2. You should now see a Microsoft Teams pane added to the request details in the right-hand side.

3. Use the widget to create for and schedule meetings directly within ServiceDesk Plus.

Landing page:

Meeting creation:

Meeting created in Microsoft Teams: