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Install the HappySignals Surveys for Teams

Email is not always the best way to reach end-users. To enhance engagement with users of your services, we are introducing HappySignals Surveys for Microsoft Teams.

Install HappySignals Surveys into Azure Active Directory 

To address your users with surveys, the HappySignals Surveys for Teams application must be installed and authorized to read user details from your organization's Azure Active Directory. Specifically, this is needed so that the bot can associate an email address with a user in Teams.

We currently offer a bot service that hosts the data within the EU.

To register and use the EU-based service, use the following link:

https://eu.teams.happysignals.com/

You can start the registration process with the links above, following the registration instructions below to complete registration and set up your Teams.

Once registration is completed, you will be directed to a completion page where a Pseudo Tenant ID, generated and registered in the service for your Azure AD/Entra, will be displayed. 
Make a note of the Pseudo Tenant ID, as this is required in the ITSM connection configurations.

On that page, please click "Grant access to Azure Active Directory." Afterward, a page similar to the one shown below should appear; click "Accept" to confirm the permissions.
 
 

Install the HappySignals Teams applications via the Setup policy

In order for the application to be able to address users, they must have the application installed in Teams, the easiest way to achieve this is to use a Setup policy in Teams to install the application for them.
In the Teams administration panel, navigate to Teams apps > Setup policy in the left navigation bar.
 
 
In the panel, you can either add a new Policy to apply to only a subset of users or add the application to the Global (Org-wide default) policy.
 
 
Click "Add apps" in either the "Installed apps" section or the "Pinned apps" section to either install the application or install and pin it to the sidebar, respectively.
Enter "HappySignals" in the search box shown, and click the Add button.
 
 
Click the Add button at the bottom of the screen to confirm the selection, and choose Save at the bottom of the next screen to create or update the policy.
 
 
The application should install for users as they log in or reload their Teams clients.

Set up the Teams tenant mapping in ServiceNow

The latest versions of Ticket-Based and Proactive applications introduced a new configuration Script Include called HappyConstants for Ticket-Based and HappyProactiveConstants for Proactive. This is your centralized script for controlling more complex application settings. There are a couple of key constants that need to be modified in your HappyConstants and HappyProactiveConstants script includes.

HappyConstants/HappyProactiveConstants.TEAMS_TENANT_MAP

Use this constant to map all your ServiceNow instances to their corresponding Entra Tenant IDs when using HappySignals Surveys via Teams.

Note that the Entra Tenant ID differs from your Entra ID. The tenant ID is generated when you register HappySurveys via Teams in your Entra environment.

// HappyProactiveConstants.TEAMS_TENANT_MAP
// Used to check if the instance connection is valid when sending Teams messages.
// The map structure is: {'ServiceNow instance name': 'Entra tenant ID'}
HappyProactiveConstants.TEAMS_TENANT_MAP = {
    'your-servicenow-instance-name': 'your-entra-tenant-id',
}

// EXAMPLE MAPPING
HappyProactiveConstants.TEAMS_TENANT_MAP = {
    'happysignalsdev': '463d7efb-5fba-4d85-9a94-18ad02352f39',
    'happysignalsqa': '94a92cba-7dd1-4ece-bf72-8e4b5a5cbf7e',
    'happysignals': '3049ecc2-f6cf-481e-8c52-0608a30ef301'
}

Setting up Teams settings in Ticket-based and Proactive applications in ServiceNow

Ticket-based and Proactive applications both have the following menu items for the Teams setup and the setup is required for each application separately for the Teams integration to work for that application.

The Settings menu is identical for both applications and in most cases the setup will also be identical.

To enable the Teams surveys you need to just enable the "Send HappySignals Surveys via Teams" selection on the top and add the Pseudo ID that was given when registering the application to Azure to the "ID for you organizations Entra / Azure tenant..." after these the Surveys will be sent via Teams. Also check that the User ID Field has the correct mapping for the user id that is used to identify the user in Entra / Azure. This is in most cases the email of the user where the default mapping points to.

Note that the Teams survey workflow is based on the survey record created to the HappySignals Surveys table and because of this in the default configuration for the Ticket-based application you need have the happysignals_vote script included in the resolution email that then triggers the creation of the survey record and after that the sending of the Teams message. 

For Proactive application, the email trigger is not needed by default as the survey record is created by the Survey processing job, and the Survey is then sent at the Send time using either or both of the activated channels.

For testing purposes in the Settings there is the "Test User ID" setting, you can input a single user id (most cases email) here and all the Teams messages will be directed to that user account, regardless of who the actual recipient is. Always remember to remove the test user when going to production so that the surveys are sent to the Actual user.

Greeting Message translations

The second menu item has the greetings messages for each survey type, and included with the application there are English versions of the greetings. Any other languages need to be added by the customer in the Greeting Messages menu.

Troubleshooting Teams Survey Delivery

If survey messages are not being delivered through Microsoft Teams, basic error information can usually be found in ServiceNow's Outbound HTTP Requests logs. Navigate to the outbound HTTP logs in ServiceNow and filter the requests by the URL https://eu.teams.happysignals.com. These requests contain the communication between the HappySignals Ticket-based/Proactive application and the HappySignals Teams service and can help identify common issues such as authentication failures, tenant mapping configuration errors, missing user information, or message delivery failures. Reviewing the response status codes and error messages returned by these requests is often the quickest way to determine why a survey was not successfully sent to Teams users.

 

Note: This article is part of the HappySignals Self-Service Implementation Tour.
To proceed to the next step in the tour,  click here.