Start Microsoft Team Chat btn is not working properly when short des contains special characacter

[Ganesh Manasali]

Hi All,

Start Microsoft Team Chat button on the incident for is not working as expected if the incident is having any special character like ": or -". Can anyone help me with how we can fix this issue?

Thanks in advance!

Regards,

Ganesh

[Ratnakar7]

Hi @Ganesh Manasali ,

If the "Start Microsoft Team Chat" button on the incident form is not working properly when the short description contains special characters like ":" or "-", it could be due to a potential issue with the button's script or the way it handles special characters. Here are a few suggestions to address the problem:

1. Review the Button Script: Examine the script associated with the "Start Microsoft Team Chat" button. Look for any specific handling of special characters in the code. It's possible that the script is not properly escaping or handling these characters, leading to unexpected behavior.

2. Modify the Script: If you have access to modify the button script, consider updating it to handle special characters appropriately. You may need to modify or escape the special characters before using them in the script. For example, you can use string manipulation functions or regular expressions to remove or replace special characters.

3. Test with Different Special Characters: Try reproducing the issue with different special characters to identify if it's specific to certain characters or a broader problem. This can help narrow down the root cause and guide your troubleshooting efforts.

4. Check Integration Configuration: Ensure that the integration between ServiceNow and Microsoft Teams is properly configured. Verify that the integration supports special characters in incident short descriptions and that any encoding or decoding processes are correctly implemented.

5. Debug and Monitor Errors: Enable debugging or logging features to capture any error messages or logs related to the "Start Microsoft Team Chat" button functionality. This can provide insights into any specific issues encountered when special characters are present.

Thanks,

Ratnakar

[Ganesh Manasali]

Hello @Ratnakar7 : Thank you for your reply.
I have gone through the code and found that there is a UI Page "msteams_communication_swarm" where its showing the error if short description contains ":". 

I tried to modify the code but I am not able to figure it out like which line of code passing the value of short description to chat title as per below screen shot attached.
Could you please guide me from where the value of short description is copying to chat title of the UI Page?

Thanks in advance.

Regards,

Ganesh