MS Teams Messaging Issue to ServiceNow Sidebar

[brandonjoyce]

Hello,

I recently setup an integration with ServiceNow Sidebar and MS Teams. We use this integration to communicate from our Service Operations Workspace to the customer via Sidebar ---->Teams Messaging

The issue we are currently seeing is, I will start a conversation from a record in ServiceNow using Sidebar and the chat gets created in MS Teams just fine. When the user responds to the chat that was created in MS Teams, the message sends fine in the chat, but it is not getting back into the Sidebar chat.

This was working perfectly before, but we just recently upgraded from Yokohama to Zurich patch4-hotfix3. Not sure if that is the root cause, but worth noting. 

[Sandeep Rajput]

@brandonjoyce If this was working fine prior to upgrade and issue started appearing post upgrade then this might be an upgrade related issue. I recommend you to raise a ServiceNow support case to see if there is already a problem ticket opened for this issue. ServiceNow support will also be able to recommend a workaround for this issue. 

[brandonjoyce]

Hi @Sandeep Rajput I have raised a case. Just posting here to see if anyone else have experienced this and had a workaround/fix. Thank you!

[Sandeep Rajput]

@brandonjoyce   Please don't forget to post a workaround here (if shared by ServiceNow support on your case) to help the fellow members. 

[brandonjoyce · Accepted solution]

Most likely cause: The sidebar certificate was disabled. It appears that activating the certificate resolved the issue. That was the last change that you had made on your instance. It may have taken some time for the cache to clear and use the active certificate, causing the delay in resolution.

Certificate:
sn_oe_sfs.ms_teams_crypto_publickeywrap needed to Active=True

After we activated the certificate, I also had you run the Get Chat subscription flow.