A reader of mine recently asked how they should go about configuring the Service Management Ticking queue for a multinational organization that has multiple service desk teams handling devices at the regional level.
In the last post, we looked at how to configure Microsoft Teams Room Pro portal integration with ServiceNow for an automatic ticketing solution. Please read it if you missed it
1. Create a Group -
- Login to https://portal.rooms.microsoft.com with the service administrator role.
- Navigate to " Settings" and select "Groups"
- Click "Create new group"
- Give Name and Description and click Next
When you're in the Assign room section, you have the option to use different filters to sort through the information about the rooms.
If your organization follows the practice of creating resource accounts based on region prefix, then you can easily filter the available rooms by using the same prefix.
After filtering the room, you can proceed by clicking the "Add new group" button.
You can now view all the groups you created by filtering various region/OS Type options in the Group section.
2. Assign devices to regional-specific Service- Now Incident Queue -
- In the ServiceNow integration section under "assignment group" click "Add Room Group"
- Select the Device Group created above.
- Type the Service-Now incident queue name.
- Click "Test" Once the validation is successful click "Submit"
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