Ms Teams integration issue

[nameisnani]

Hi Team ,

we are getting issue like this [ ' Invalid access token. Please check  your credential alias ' ]  when we are clicking on  ms teams chat  UI action button in Incident form, as shown in below .

Please help me how to resolve this issue , please provide steps 

where i need to check this access token what changes we have to do .

FYI 

this is a UI action button which comes from OOB along with  MS teams plugin . 

@Ankur Bawiskar 

@BharathChintala 

@Sagar Pagar 

@Gunjan Kiratkar 

@SatyakiBose 

@OlaN 

@Community Alums 

Thanks 

[ServiceNow10sun · Accepted solution]

Please ref this article  for the solution :

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1116250

it has same scenario.

[ServiceNow10sun]

yes , and i have checked with Hi portal team and they have explained that this happens when a user do not use this functionality for more than 14 days then though the expiry date of refresh token in oauth credential table  of the user record shows a future date but the user account goes inactive , then the only option we have is delete the user record and ask the user to logout from both SN and team and ask the user to try again . In short the connection between SN and MS teams if its inactive for more than 14 days this issue will come.

[nitesh83]

We use SSO login in that case what would be the resolution . The user does not have password to login . As they login by default as part of sso

[Giuseppe11]

If i try to delete the token record the user recive the 401 - unauthorized error