Not receiving response back from MS Teams to Servicenow -Sidebar integration with MS Teams

[Kajal Watwani]

I have implemented the Sidebar integration with MS Teams following the same steps mentioned in the (Enable Sidebar users to Collaborate with Teams users - YouTube) video.
1. Activated Required plugins

2. Creation of Application with all the required permissions in Azure portal

3. App creation in MS Teams

4. Set up sidebar integration with MS Teams

After implementation, using Discuss button on Incident record, I’m able to send messages/attachments/emojis from Servicenow Sidebar to MS Teams user but not able to receive the response back in sidebar from MS Teams.

[Hayden8]

Hi all, 

Experiencing the same issue as OP in Vancouver version. I've set up the integration following the steps documented in https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1225842

I've applied the subscription to the portal and associated the subscription with the Microsoft Graph API and confirmed by running the Scheduled Job 'Subscribe Teams App'.

I'm able to send messages from ServiceNow -> Teams without issue, but I'm not able to retrieve messages added in Teams. I'm not seeing any type of errors in the logs.  @Siva Sandilya V Any advice on what else could be going on here? Once the application is published in teams admin centre, and pushed out to the org, do we need to enable anything else within teams itself?

[Hayden8]

@Siva Sandilya V For whatever reason your response was deleted/disappear, however below is the response received after running the command 'az resource list --resource-typeMicrosoft.GraphServices/accounts' in cloud shell: 

"[
{
"changedTime": "2024-01-02T07:00:41.782336+00:00",
"createdTime": "2024-01-02T06:49:56.823177+00:00",
"extendedLocation": null,
"id": "/subscriptions/fa58334b-ff05-4a8f-8e06-5d1c1f0c1b94/resourceGroups/cloud-shell-storage-southeastasia/providers/Microsoft.GraphServices/accounts/msGraphBillingDev",
"identity": null,
"kind": null,
"location": "global",
"managedBy": null,
"name": "msGraphBillingDev",
"plan": null,
"properties": null,
"provisioningState": "Succeeded",
"resourceGroup": "cloud-shell-storage-southeastasia",
"sku": null,
"systemData": {
"createdAt": "2024-01-02T06:49:56.8463698Z",
"createdByType": "User",
"lastModifiedAt": "2024-01-02T06:50:38.694094Z",
"lastModifiedByType": "User"
},
"tags": null,
"type": "Microsoft.GraphServices/accounts"
}
]
"

[Siva Sandilya V]

Hi @Hayden8 ,

Were you able to see teams app added to your chat window? It should look like below

[Hayden8]

Yes, the Teams app has been added, including all chat members when initiated from ServiceNow: 

Any other suggestions?

[Siva Sandilya V]

For safer side, please check below screenshot and confirm

Then upload the new package to admin center, and review the permissions and accept