Microsoft 365 support integration with ServiceNow configuration guide

Overview

Application dependencies in ServiceNow environments

Configuration instructions

Who can set up the Microsoft 365 support integration?

What features are available in Microsoft 365 support integration?

Set up Microsoft 365 support integration with ServiceNow Basic Authentication

Set up Microsoft 365 support integration with AAD OAuth Token

Set up Microsoft 365 support integration for Insights ONLY

Testing the configuration

Troubleshooting

Overview

Microsoft 365 support integration enables you to integrate Microsoft 365 help, support, and service health with ServiceNow. You can research Microsoft known and reported issues, resolve incidents, and complete tasks by using Microsoft recommended solutions and, if necessary, escalate to Microsoft human- assisted support.

Application dependencies in ServiceNow environments

Permissions required:

  • oauth_entity

  • oauth_entity_profile

After Microsoft 365 support integration was installed, two Application Cross-Scope accesses were created. If they're not created successfully for any reason, create them manually.

Graphical user interface, application Description automatically generated

Configuration instructions

Diagram Description automatically generated

To set up Microsoft 365 support integration:

  • Register applications in Microsoft Azure Active Directory (AAD) for authentication of both outbound and inbound API calls.

  • Create ServiceNow entities with Microsoft AAD applications for both outbound and inbound data flow.

  • Integrate ServiceNow instance with Microsoft support through Microsoft 365 Admin Portal.

Who can set up Microsoft 365 support integration?

  • Anyone with permissions to create AAD applications.

  • A ServiceNow admin.

  • A Helpdesk admin or Service Request admin in Microsoft 365 tenants.

What features are available in Microsoft 365 support integration?

Before setting up any configuration for Microsoft 365 support integration, review your answers to these questions:

Question #1 Does your ServiceNow environment allow Basic Authentication (access with ServiceNow user credential) for inbound webservice calls?

Question #2 If you have multiple tenants, do you plan to use a single tenant integrated with your ServiceNow environment for Microsoft 365 support integration?

Depending on your answers to the questions above, this table tells you what features are available and how to set up Microsoft 365 support integration. For a description of each feature, see Microsoft 365 support integration.

Question #1 Answer Question #2 Answer What features are available? Configuration Steps
Yes Yes Service Health Incidents
Recommended Solutions
Microsoft service request
Set up Microsoft 365 support integration with ServiceNow Basic Authentication
Yes No Service Health Incidents
Recommended Solutions
Microsoft service request
No Yes Service Health Incidents
Recommended Solutions
Microsoft service request
Set up Microsoft 365 support integration with AAD OAuth Token
No No Service Health Incidents
Recommended Solutions
Set up Microsoft 365 support integration for Insights ONLY

Set up Microsoft 365 support integration with ServiceNow Basic Authentication

Prerequisites (Basic Authentication)

Some prerequisites are necessary to set up the Microsoft 365 support integration.

  1. [The person who can create AAD applications] Create AAD Application under your Microsoft 365 tenant.

    1. Log on to the Azure Portal with your Microsoft 365 tenant credentials.

    2. Go to the App registrations page and create a new application.

      Select Accounts in this organizational directory only ({microsoft-365-tenant-name} only – Single tenant.

      Graphical user interface, text, application, email Description automatically generated

    3. Add redirect URL: https://{your-servicenow-instance}.service-now.com/oauth_redirect.do.

      Graphical user interface, text, application, email Description automatically generated

    4. Get the application Client ID and create an App Secret.

  2. [The person who is a ServiceNow admin] Set up Outbound OAuth Provider in ServiceNow.

    1. If the scope is not set to Global, open Settings > Developer > Applications to switch to Global.

      Graphical user interface, text, application, chat or text message Description automatically generated

    2. Go to System OAuth > Application Registry.

    3. Create a new application with the values following values by selecting Connect to a third party OAuth Provider.

    • Client ID: The Client ID of the application created in step #1

    • Client Secret: The App Secret of the application created in step #1

    • Default Grant type: Client Credentials

    • Token URL: https://login.microsoftonline.com/{microsoft-365-tenant-name}/oauth2/token

    • Redirect URL: https://{service-now-instance-name}.service-now.com/auth_redirect.do

      Graphical user interface, application Description automatically generated

  3. [The person who is a ServiceNow admin] Set up Inbound OAuth Provider.

    1. If the scope is not set to Global, open Settings > Developer > Applications to switch to Global.

      Graphical user interface, application Description automatically generated

    2. Go to System OAuth > Application Registry.

    3. Create a new application by selecting Create an OAuth API endpoint for external clients. Name the inbound OAuth provider and leave other fields at their defaults.

      Graphical user interface, application Description automatically generated

  4. [The person who is a ServiceNow admin] Create integration users.

    You must specify an integration user. If you don’t have an existing integration user or if you want to create one specific for this integration, go to Organization > Users to create a new user.

    If you're creating a new integration user, check the box Web service access only.

    Graphical user interface, application Description automatically generated

[Optional] Allow the service’s IPs of Microsoft 365 support integration

If your company is limiting internet access with your own policies, enable network access for the service of Microsoft 365 support integration by allowing the IP addresses below for both inbound and outbound API access.

  • 52.149.152.32

  • 40.83.232.243

  • 40.83.114.39

  • 13.76.138.31

  • 13.79.229.170

  • 20.105.151.142

Note

This terminal command lists all active IPs of the service for Microsoft 365 support integration: nslookup connector.rave.microsoft.com

Set up Microsoft 365 support integration application

The Microsoft 365 support integration application can be set up under Microsoft 365 support.

These steps are required to set up the integration between your ServiceNow instance and Microsoft 365 support.

  1. [The person who is a ServiceNow admin] Switch the scope to Microsoft 365 support integration.

    Graphical user interface, table Description automatically generated

  2. [The person who is a ServiceNow admin] Go to Microsoft 365 support > Setup to open the integration flow.

    Note

    If you see the error "Read operation against 'oauth_entity' from scope 'x_mioms_m365_assis' has been refused due to the table's cross-scope access policy," it was caused by your table access policy. You must make sure All application scopes > Can read is checked for the table oauth_entity.

    Graphical user interface, text, application, email Description automatically generated

  3. [The person who is a ServiceNow admin] Select Agree to agree to the consent

    Graphical user interface, text, application, email Description automatically generated

  4. [The person who is a ServiceNow admin] Set up Outbound OAuth Provider.

    Select the OAuth profile for Outbound OAuth Provider created in Prerequisites (Basic Authentication) step #2 and select Next.

    Graphical user interface, text, application, email Description automatically generated

  5. [The person who is a ServiceNow admin] Set up Inbound OAuth Provider.

    Graphical user interface, text, application, email Description automatically generated

  6. [The person who is a ServiceNow admin] Set up inbound call integration user.

    Graphical user interface, text, application Description automatically generated

  7. [The person who is a ServiceNow admin] Set up Repository ID.

    Specify the repository ID, and then select Next.

    Graphical user interface, text, application Description automatically generated

  8. [The person who is a ServiceNow admin] Set up Application settings.

    Select the following settings, and then select Next.

    • SSO with Microsoft 365: Check whether the ServiceNow instance is set up as SSO with Microsoft 365 tenants, otherwise uncheck it.

    • Microsoft 365 admin email: The email of Microsoft 365 admin user who is contacted when Microsoft 365 support cases are created.

    • Test Environment: Check the box to indicate a test phase to avoid Microsoft support agents contacting you to address the issue. If you're ready to move forward officially with Microsoft 365 support integration, uncheck the box.

    Graphical user interface, text, application Description automatically generated

  9. [The person who is Helpdesk Admin or Service Request Admin in Microsoft 365 tenants] Complete Integration.

    1. Check the information below to make sure it's correct.

      Graphical user interface, text, application Description automatically generated

    2. Go to Microsoft 365 Admin Portal > Settings > Org settings > Organization profiles.

    3. Set up support integration settings:

      1. In the Basic information tab, select internal support tool Service Now and type Outbound App ID as the value of Application ID on the page Step - 6 Complete, which was created in Prerequisites (Basic Authentication) step #1.

        Graphical user interface, text, application, email Description automatically generated

      2. In the tab Repositories, select Add a repository to create a new repository with the following settings:

        • Repository: The Repository ID value from page Step - 6 Complete the integration.

        • Endpoint: The Endpoint value from page Step - 6 Complete the integration.

        • Authentication type: Select Basic Auth.

        • Client ID: The Client ID value from page Step - 6 Complete the integration.

        • Client secret: The secret of the inbound OAuth provider that was created in Prerequisites (Basic Authentication) step #3.

        • Refresh token expiry: 864000

        • Rest username: The User Name value from page Step - 6 Complete the integration.

        • Rest user password: The password of the integration user that was created in Prerequisites (Basic Authentication) step #4.

        Graphical user interface, application Description automatically generate

      3. Go back and select the button to save the integration.

    4. Select Next to complete the integration.

      Graphical user interface, application, website Description automatically generated

  10. [The person who is a ServiceNow admin] Enable Microsoft 365 support integration for an existing user.

    Microsoft 365 support integration is enabled only for the user with one of these roles:

    • x_mioms_m365_assis.insights_user

    • x_mioms_m365_assis.administrator

    Note

    The user with the role x_mioms_m365_assis.insights_user role can see Service Health Incidents, Recommended Solutions. The user with the role x_mioms_m365_assis.administrator can also open a case with Microsoft 365 support.

  11. [Optional] [The user with role x_mioms_m365_assis.administrator] Link Microsoft 365 Admin account.

    If any user has the role x_mioms_m365_assis.administrator and is using different Microsoft 365 accounts to manage a Microsoft 365 support case, they must go to Microsoft 365 support > Link Account to set up their Microsoft 365 admin email.

    Graphical user interface, text, application Description automatically generated

Set up Microsoft 365 support integration with AAD OAuth Token

Prerequisites (AAD OAuth Token)

These prerequisite steps are necessary to set up the Microsoft 365 support integration:

  1. [The person who can create AAD applications] Create an AAD Application for Outbound under your Microsoft 365 tenant.

    1. Log on Azure Portal with Microsoft 365 tenant credentials.

    2. Go to the App registrations page and create a new application.

      Select Accounts in this organizational directory only ({microsoft-365-tenant-name} only – Single tenant.

      Graphical user interface, text, application, email Description automatically generated

    3. Add redirect URL: https://{your-servicenow-instance}.service-now.com/auth_redirect.do.

      Graphical user interface, text, application, email Description automatically generated

    4. Get Client ID of the application and create App Secret.

  2. [The person who can create AAD applications] Create AAD Application for Rest API under your Microsoft 365 tenant.

    1. Log on to the Azure Portal with your Microsoft 365 tenant credentials.

    2. Go to App registrations and create a new application.

      Select Accounts in this organizational directory only ({microsoft-365-tenant-name} only – Single tenant.

      Graphical user interface, text, application, email Description automatically generated

    3. Get the application Client ID and create App Secret.

  3. [The person who can create AAD applications] Create AAD Application for Rest User under your Microsoft 365 tenant.

    1. Log on to the Azure Portal with your Microsoft 365 tenant credentials.

    2. Go to the App registrations page and create a new application.

      Select Accounts in this organizational directory only ({microsoft-365-tenant-name} only – Single tenant.

      Graphical user interface, text, application, email Description automatically generated

    3. Get the application Client ID and create an App Secret.

  4. [The person who is a ServiceNow admin] Set up Outbound OAuth Provider in ServiceNow.

    1. If the scope is not set to Global, open Settings > Developer > Applications to switch to Global.

      Graphical user interface, text, application, chat or text message Description automatically generated

    2. Go to System OAuth > Application Registry.

    3. Create a new application with the values below by selecting Connect to a third party OAuth Provider.

      • Client ID: The Client ID of the application created in Prerequisites (AAD OAuth Token) step #1.

      • Client Secret: The App Secret of the application created in Prerequisites (AAD OAuth Token) step #1.

      • Default Grant type: Client Credentials.

      • Token URL: https://login.microsoftonline.com/{microsoft-365-tenant-name}/oauth2/token

      • Redirect URL: https://{service-now-instance-name}.service-now.com/auth_redirect.do

        Graphical user interface, application Description automatically generated

  5. [The person who is a ServiceNow admin] Configure OIDC provider in ServiceNow, refer to the online documentation.

    1. If the scope is not set to Global, open Settings > Developer > Applications to switch to Global.

      Graphical user interface, text, application, chat or text message Description automatically generated

    2. Go to System OAuth > Application Registry.

    3. Select New > Create new Open ID Connect Provider.

    4. In OAuth OIDC Provider Configuration, select Search and create a new OIDC provider configuration under “oidc_provider_configuration.list” with these values:

      • OIDC Provider: Contoso Azure

      • OIDC Metadata URL: https://login.microsoftonline.com/{microsoft-365-tenant-name}/.well-known/openid-configuration

      • UserClaim: appId

      • User Field: User ID

      Graphical user interface, text, application Description automatically generated

    5. Create a new application by selecting Configure an OIDC provider to verify ID tokens with these values:

      • Name: contoso_application_inbound_api

      • Client ID: The Client ID of the application created in Prerequisites (AAD OAuth Token) step #2.

      • Client Secret: The App Secret of the application created in Prerequisites (AAD OAuth Token) step #2.

      • OAuth OIDC Provider Configuration: The OIDC provider created in the last step.

      • Redirect URL:
        https://{service-now-instance-name}.service-now.com/oauth_redirect.do

      Graphical user interface, application Description automatically generated

  6. [The person who is a ServiceNow admin] Create Integration Users.

    Navigate to Organization > Users to create a new user if there is no integration user. The value of User ID is the application Client ID created in step Prerequisites (AAD OAuth Token) #3

    Graphical user interface, application Description automatically generated

[Optional] Allow the service’s IPs of Microsoft 365 support integration

If your company is limiting internet access with your own policies, enable network access for the service of Microsoft 365 support integration by allowing these IP addresses for both inbound and outbound API access:

  • 52.149.152.32

  • 40.83.232.243

  • 40.83.114.39

  • 13.76.138.31

  • 13.79.229.170

  • 20.105.151.142

Note

This terminal command lists all active IPs of the service for Microsoft 365 support integration: nslookup connector.rave.microsoft.com

Set up Microsoft 365 support integration

The Microsoft 365 support integration application can be set up through the Setup under the Microsoft 365 support.

These steps are necessary to set up the integration between your ServiceNow instance and Microsoft 365 support.

  1. [The person who is a ServiceNow admin] Switch the scope to Microsoft 365 support integration.

    Graphical user interface, table Description automatically generated

  2. [The person who is a ServiceNow admin] Go to Microsoft 365 support > Setup to open the integration flow.

    Note

    If you see the error "Read operation against 'oauth_entity' from scope 'x_mioms_m365_assis' has been refused due to the table's cross-scope access policy," it was caused by your table access policy. You must make sure All application scopes > Can read is checked for the table oauth_entity.

    Graphical user interface, text, application, email Description automatically generated

  3. [The person who is a ServiceNow admin] Select Agree to agree to the consent.

    Graphical user interface, text, application, email Description automatically generated

  4. [The person who is a ServiceNow admin] Set up Outbound OAuth Provider.

    Select OAuth profile for Outbound OAuth Provider created at Prerequisites (AAD OAuth Token) step #4 and select Next.

    Graphical user interface, text, application, email Description automatically generated

  5. [The person who is a ServiceNow admin] Set up Inbound OAuth Provider.

    1. Uncheck Skip current step.

    2. Check External OIDC Auth Token.

    3. Select the OAuth Client created at Prerequisites (AAD OAuth Token) step 5, and then select Next.

      Graphical user interface, text, application Description automatically generated

  6. [The person who is a ServiceNow admin] Set up Inbound Call Integration User.

    1. Uncheck Skip current step.

    2. Input the Client ID of the application that was created at Prerequisites (AAD OAuth Token) step #3 and select Next.

      Graphical user interface, text, application, email Description automatically generated

  7. [The person who is a ServiceNow admin] Set up the Repository ID.

    Specify the repository ID and select Next.

    Graphical user interface, text, application Description automatically generated

  8. [The person who is a ServiceNow admin] Set up Application Settings.

    Select the following settings, and then select Next.

    • SSO with Microsoft 365: Check whether the ServiceNow instance is set up as SSO with Microsoft 365 tenants, otherwise uncheck it.

    • Microsoft 365 admin email: The email of Microsoft 365 admin user who is contacted when Microsoft 365 support cases are created.

    • Test Environment: Check the box to indicate a test phase to avoid Microsoft support agents contacting you to address the issue. If you're ready to move forward officially with Microsoft 365 support integration, uncheck the box.

    Graphical user interface, text, application Description automatically generated

    1. Select Next.
  9. [The person who is Helpdesk Admin or Service Request Admin in Microsoft 365 tenants] Complete integration.

    1. Check the following information to make sure it's correct.

      Graphical user interface, text, application, email Description automatically generated

    2. Go to Microsoft 365 Admin Portal > Settings > Org settings > Organization profiles.

    3. Set up support integration settings.

      1. On the basic information tab, select Service Now as the internal support tool, and type Outbound App ID as the value of Application ID on the Step - 6 Complete the integration page, which was created in Prerequisites (AAD OAuth Token) step #1.

        Graphical user interface, text, application, email Description automatically generated

      2. On the Repositories tab, select Add a repository to create a new repository with the following information:

        • Repository: Use the Repository ID value from the Step - 6 Complete the integration page.

        • Endpoint: The Endpoint value from the Step - 6 Complete the integration page.

        • Authentication type: Select AAD Auth.

        • Client Id: The Client ID value on the Step - 6 Complete the integration page, which is the Client ID of the application created in Prerequisites (AAD OAuth Token) step #2.

        • Rest username: The User Name value on the Step - 6 Complete the integration page, which is the Client ID of the application created in Prerequisites (AAD OAuth Token) step #3.

        • Rest user password: The App Secret of the application created in Prerequisites (AAD OAuth Token) step #3.

          Graphical user interface, application Description automatically generated

      3. Go back and select the button to save the integration.

    4. Select Next to complete the integration.

      Graphical user interface, application Description automatically generated

  10. [The person who is a ServiceNow admin] Enable Microsoft 365 support integration for an existing user.

    Microsoft 365 support integration is enabled only for users with the following roles:

    • x_mioms_m365_assis.insights_user

    • x_mioms_m365_assis.administrator

    Note

    The user with the role x_mioms_m365_assis.insights_user can see Service Health Incidents, Recommended Solutions. The user with the role x_mioms_m365_assis.administrator also can open a case with Microsoft 365 support.

  11. [Optional] [The user with role x_mioms_m365_assis.administrator] Link Microsoft 365 Admin account

    If any user has the role “x_mioms_m365_assis.administrator” and they're using different Microsoft 365 accounts to manage Microsoft support cases, they must go to Microsoft 365 support > Link Account to set up their Microsoft 365 admin email.

    Graphical user interface, text, application Description automatically generated

Set up Microsoft 365 support integration for Insights ONLY

Prerequisites (Insights ONLY)

These prerequisite steps are necessary to set up Microsoft 365 support integration:

  1. [The person who can create AAD applications] Create AAD Application under your Microsoft 365 tenant.

    1. Log on to the Azure Portal with your Microsoft 365 tenant credentials.

    2. Go to the App registrations page and create a new application.

      Select Accounts in this organizational directory only ({microsoft-365-tenant-name} only – Single tenant.

      Graphical user interface, text, application, email Description automatically generated

    3. Add redirect URL: https://{your-servicenow-instance}.service-now.com/auth_redirect.do

      Graphical user interface, text, application, email Description automatically generated

    4. Get Client ID of the application and create an App Secret.

  2. [The person who is a ServiceNow admin] Set up Outbound OAuth Provider in ServiceNow.

    1. If the scope is not set to Global, open Settings > Developer > Applications to switch to Global.

      Graphical user interface, text, application, chat or text message Description automatically generated

    2. Go to System OAuth > Application Registry.

    3. Create a new application with the values below by selecting Connect to a third party OAuth Provider.

      • Client ID: The Client ID of the application created in Prerequisites (Insights ONLY) step #1

      • Client Secret: The App Secret of the application created in Prerequisites (Insights ONLY) step #1

      • Default Grant type: Client Credentials

      • Token URL: https://login.microsoftonline.com/{microsoft-365-tenant-name}/oauth2/token

      • Redirect URL: https://{servicenow-instance-name}.service-now.com/oauth_redirect.do

      Graphical user interface, application Description automatically generated

Set up Microsoft 365 support integration

The Microsoft 365 support integration application can be set up through Setup under Microsoft 365 support.

The following steps are needed to set up the integration between your ServiceNow instance and Microsoft support.

  1. [The person who is a ServiceNow admin] Switch the scope to Microsoft 365 support integration.

    Graphical user interface, table Description automatically generated

  2. [The person who is a ServiceNow admin] Go to Microsoft 365 support > Setup to open the integration flow.

    Note

    If you see the error "Read operation against 'oauth_entity' from scope 'x_mioms_m365_assis' has been refused due to the table's cross-scope access policy," it was caused by your table access policy. You must make sure All application scopes > Can read is checked for the table oauth_entity.

    Graphical user interface, text, application, email Description automatically generated

  3. [The person who is a ServiceNow admin] Select Agree to agree to the consent.

    Graphical user interface, text, application, email Description automatically generated

  4. [The person who is a ServiceNow admin] Set up Outbound OAuth Provider.

    Select OAuth profile for Outbound OAuth Provider and select Next.

    Graphical user interface, text, application, email Description automatically generated

  5. [The person who is a ServiceNow admin] Skip Inbound OAuth Provider.

    Check Skip current step, and then select Next.

    Graphical user interface, text, application, email Description automatically generated

  6. [The person who is a ServiceNow admin] Skip Integration User.

    Check Skip current step and select Next.

    Graphical user interface, text, application Description automatically generated

  7. [The person who is a ServiceNow admin] Set up Repository ID.

    Specify the repository ID and select Next.

    Graphical user interface, text, application Description automatically generated

  8. [The person who is a ServiceNow admin] Set up Application Settings.

    Select the right settings and select Next.

    • SSO with Microsoft 365: Check whether the ServiceNow instance is set up as SSO with Microsoft 365 tenants; otherwise uncheck it.

    • Microsoft 365 Admin Email: The email of Microsoft 365 admin user to be contacted when Microsoft 365 support cases are created.

    • Test Environment: Check the box to indicate a test phase to avoid Microsoft support agents contacting you to address the issue. If you're ready to move forward officially with Microsoft 365 support integration, uncheck the box.

      Graphical user interface, text, application Description automatically generated

  9. [The person who is Helpdesk Admin or Service Request Admin in Microsoft 365 tenants] Complete Integration.

    1. Check the information here to make sure it's correct.

      Graphical user interface, text, application, email Description automatically generated

    2. Go to Microsoft 365 Admin Portal > Settings > Org settings > Organization profiles.

      1. Set up support integration settings with the information shown in setup flow.

      2. On the basic information tab, select Service Now as the internal support tool, and type Outbound App ID as the Application ID to issue an OAuth token.

        Graphical user interface, text, application, email Description automatically generated

      3. On the Repositories tab, select Add a repository to create a new repository with the following information:

        • Repository: The Repository ID value from the Step - 6 Complete the integration page.

        • Endpoint: The Endpoint value from the Step - 6 Complete the integration page.

        • Authentication type: Select AAD Auth.

        • Client ID: A random value, such as ignored.

        • Rest username: A random value, such as ignored.

        • Rest user password: A random value, such as ignored.

          Graphical user interface, application Description automatically generated

      4. Go back and select the button to save the integration.

    3. Select Next to complete the integration.

      Graphical user interface, application Description automatically generated

  10. [The person who is a ServiceNow admin] Enable Microsoft 365 support integration for an existing user.

    Microsoft 365 support integration is enabled only for these user roles:

    • x_mioms_m365_assis.insights_user

    • x_mioms_m365_assis.administrator

    Note

    The user with the role x_mioms_m365_assis.insights_user can see Service Health Incidents, Recommended Solutions. The user with the role x_mioms_m365_assis.administrator also can open a case with Microsoft 365 support. With Insights ONLY, no one should be assigned the role x_mioms_m365_assis.administrator.

Testing the configuration

If your application requires successful communication with external systems, outline how to test the connection to ensure a successful configuration.

Here are the steps to test the configuration of Microsoft 365 support integration:

  1. Log on to ServiceNow portal as admin.

  2. Open any incident.

  3. Focus on Microsoft 365 support tab, and select Microsoft 365 Insights to determine if the recommended solutions were retrieved successfully.

    Graphical user interface, application, website Description automatically generated

Troubleshooting

# Problem Diagnostics action
1 Can't see Microsoft 365 support tab Verify the current view and System Logs > All with filter x_mioms_m365_assit
2 Select Microsoft recommended solutions but get error "Please contact your ServiceNow admin and ask them to complete the setup steps for the app." Check the error message on top of the form and System Logs > All with filter x_mioms_m365_assit
3 Select Microsoft recommended solutions but get error "Please contact your ServiceNow admin and ask them to complete the final set up step for the app." Check the error message on top of the form and System Logs > All with filter x_mioms_m365_assit
4 Type the problem in search box and select Microsoft recommended solutions but get error "Please contact your ServiceNow admin and ask them to complete the setup steps for the app." Check the error message on top of the form and System Logs > All with filter x_mioms_m365_assit
5 Type problem in search box and select Microsoft recommended solutions but get error "Please contact your ServiceNow admin and ask them to complete the final set up step for the app." Check the error message on top of the form and System Logs > All with filter x_mioms_m365_assit
6 Select Contact Microsoft support, but get the error "Please contact your ServiceNow admin and ask them to complete the setup steps for the app." Check the error message on top of the form and System Logs > All with filter x_mioms_m365_assit
7 Select Contact Microsoft support, but get the error "Please contact your ServiceNow admin and ask them to complete the final set up step for the app." Check the error message on top of the form and System Logs > All with filter x_mioms_m365_assit
8 Select Contact Microsoft support but get the error "{EmailAddress} is not a valid Microsoft 365 admin account. You need Microsoft 365 admin privileges to open a service request. In the app, link the admin account." Check the error message on top of the form and System Logs > All with filter x_mioms_m365_assit
9 Select Microsoft recommended solutions but nothing shows up Check System Logs – Outbound HTTP logs with filter login.microsoftonline.com and connector.rave.microsoft.com
10 Select Microsoft recommended solutions but get error "Please contact app support." Check the error message on top of the form and System Logs > All with filter x_mioms_m365_assit
11 Type problem in search box and select Microsoft recommended solutions but nothing shows up Check System Logs – Outbound HTTP logs with filter login.microsoftonline.com and connector.rave.microsoft.com
12 Type problem in search box and select Microsoft recommended solutions but get error "Please contact app support." Check the error message on top of the form and System Logs > All with filter x_mioms_m365_assit
13 User selects Contact Microsoft support, but nothing happens Check System Logs – Outbound HTTP logs with filter login.microsoftonline.com and connector.rave.microsoft.com
14 Can’t see Microsoft recommended solution after reopening the incident Check System Logs > All with filter x_mioms_m365_assit
15 Can’t see Microsoft cases when reopening the incident that was transferred to Microsoft support Check System Logs > All with filter x_mioms_m365_assit
16 Can't save ticket details, get error "Unable to save ticket details. Please contact App support." Check the error message on top of form