Do you think the issue is in MS Teams

Dear @RM,

Thank you for posting your question in the Microsoft Q&A forum.

Based on your description, this issue is unlikely to be a Microsoft Teams bug. The mismatch comes from how ServiceNow writes the reservation’s start/end into Microsoft 365(Graph/Exchange), usually a time zone or daylight‑saving offset problem, a double conversion, or using an online‑meeting link without a calendar event so the “preview” shows a different time than the actual reservation.

Moreover, Teams join links do not encode meeting start/end, it is just one surface and that apps must supply correct event metadata/time zones. Rendering relies on the Exchange event (or guessed context). If ServiceNow’s payload uses a mismatched TZ or constructs an .ics with floating times, surfaces will disagree.

Therefore, typically, the issue might be caused by:

• Time Zone Conversion Errors: ServiceNow may store times in UTC but incorrectly tag them as local time or vice versa, causing an offset.
• Double Conversion: The integration might convert times twice, resulting in incorrect scheduling.
• Join Link Without Calendar Event: If only a Teams link is generated without creating an Exchange calendar event, the preview may show a generic or incorrect time.
• Mailbox Time Zone Misalignment: The organizer or resource mailbox may have a different default time zone than ServiceNow.
• All-Day or Floating Times: If the event is created as all-day or without a time zone, it can shift to midnight boundaries.

Recommendations:

Step 1. Verify the payload sent to Microsoft Graph or Exchange

Ensure start.dateTime and end.dateTime match the intended time and include the correct timeZone (e.g., "China Standard Time" or "UTC" consistently).

Step 2. Confirm that a proper calendar event is created

Step 3. Check ServiceNow instance and user time zone settings, as well as the mailbox time zone.

Step 4. Contact Support

If you’re on a business account and the issue still persists, the most effective next step is to contact support

Option 1: Contact Microsoft Support

Your IT administrator contact Microsoft through the Microsoft 365 Admin Center. They can open a service request and provide the necessary technical details for Microsoft to investigate.

For guidance on how to request support in the admin center, please refer to: Get support - Microsoft 365 admin. 

Option 2: Contact ServiceNow Support

Here is the official support link: ServiceNow Support

Therefore, a technical support engineer can then initiate a remote session, review backend settings, and run diagnostics. If needed, they can escalate the case to specialized engineering teams who are well-equipped to perform advanced troubleshooting and provide targeted solutions.

Note: If you are an end-user, you can reach out to your IT admin to create a support ticket.

After submitting a support ticket, you can also share the ticket number with us if you want. We will also monitor the progress from our end.

As moderators, our primary goal is to provide helpful guidance and support through general troubleshooting steps. While we don’t have access to internal systems or administrative tools required to resolve account-specific or backend issues, we truly appreciate your understanding of these limitations. We genuinely hope the information we share helps guide you in the right direction, and we're always here to assist as much as we can within our scope.

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this.

Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

Thank you for your patience and your understanding. If you have any questions, please feel free to reach out.

I'm looking forward for your reply.

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