Map Microsoft Azure email to ServiceNow instance

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Create a custom email field to use Microsoft Teams app to initiate call for the agents to resolve the tickets raised by users.

    Antes de Iniciar

    Role required: admin

    Por Que e Quando Desempenhar Esta Tarefa

    If your email field on the sys_user table in your ServiceNow® instance does not match email on the Microsoft Azure tenant for the user, then mapping is required. The default mapping is to the email field and stored in the system property field sn_now_azure.user_email_field. Use this procedure to change the email field value as needed.

    Procedimento

    1. Copy the user_email_field value.
      1. Open your ServiceNow instance.
      2. Navigate to All > System Security > Users and Groups > Users.
      3. Select a user.
      4. Right-click on the form header and select Configure > Form Layout.
      5. In the Create new field section, fill in the fields.
        Tabela 1. Create new field
        Field Description
        Name

        Enter the name of the field as you want it to appear on forms and lists.

        Example: User Principal Name.
        Type Select a field type as String.
        Field length Select a field length. This field is visible only for certain field types.
      6. Select Add.
        Create new field
      7. In the Selected slush bucket column, move the field in the desired location on the form.
      8. Select Save.

        The field now appears on the form in the designated location.

        New field added to form

        The admin must enter the email used for Microsoft Teams in this field.

        You need to configure the newly created field value as the default field for initiating chats with the employee in Microsoft Teams.

      9. Right-click on the field and select Show <value of the field name>.
        Show field name

        The dictionary info of the field name can be viewed.

        Field name

      10. Right-click on the Field and copy the value.
    2. Change the email field value.
      1. Navigate to Notify > Microsoft Teams > Properties.
      2. Paste the copied email field value in the field Specify a valid teams email field value. This field value will be used when a new Microsoft Teams Conference Call is initiated of the Microsoft Teams Properties form.

        The default value is email.

      3. Select Save.
        Nota:
        Ensure that the email address for all the users for the newly created field is updated with the email associated with Microsoft Teams app.