Another Error - doesn't have a valid teams token. Messages will not be auto imported for

dharanikumar
Giga Guru

‎09-04-2023 08:08 AM

Hi All,

 

I faced another error in MS Teams - Agent Workspace.

 

Work note - "doesn't have a valid teams token. Messages will not be auto imported for"

User is having the valid email address in the both ServiceNow and in Teams also.

 

dharanikumar_0-1693839978365.png


Please help me with this.

Thank you!!

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Community Alums
Not applicable

‎02-19-2024 12:35 AM

Did you ever find a solution to this problem?

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Siddarth2
Tera Contributor

‎06-26-2025 11:03 PM

Hi,

Not sure, if you are still facing this issue, but the following knowledge article KB1443061 explains why its expected behavior. 

Cause

  • This is expected, we are showing this information to agent to make sure that the agent will use "Import message" UI action to download/import transcripts and that auto-import is turned off.
  • For Request Based Chat we rely on Delegated API permissions, which works only with a user token. Take a look at the permission here
    https://docs.servicenow.com/bundle/tokyo-employee-service-management/page/product/sn-teams/task/auth...
  • To understand delegated access: look at msft doc here.
    https://docs.microsoft.com/en-us/graph/auth/auth-concepts#delegated-and-application-permissions
  • We have introduced a BR on incident that is on reassignment change the host of the group chat that was created, in this scenario group chat was started by User Xand later the incident was assigned to User Y, changing assigned_to value will trigger reassignment flow. On reassignment we make chat initiated by user as "User Y" and use this user token to auto-import. the reason why token error occurred is that the token for User Y is not available.

Resolution

  • This work_note is posted only in case of auto-import. Since auto import is the feature that imports conversation behind the scenes without user intervention. and it requires "Chat Initiated by" user token in order to fetch the conversation messages.

 

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