Teams tab is not working to access serviceNow portal.

[Asish17]

Hi Team,

We have tried to implement MS Teams integration, after uploading our manifest in MS Teams Admin Center, we could not access the Configured Teams Tab, We are getting the following error,

"Error while authorizing the user"

Our instance is SSO Enabled  -- UPN Value is not same as sys_user.email value. Hence this error is occurring.

Could you please suggest the resolution on this as soon as possible.

Thanks & Regards,

Asish

[Sohail Khilji]

HI @Asish17 ,

1.  check for the UPN mapping in servicenow instance is correctly configured to match the UPN values expected by MS Teams. 

2. check your sso configuration in ServiceNow to ensure it's set up correctly. Ensure that the SSO integration is functioning as expected and that users can authenticate normally

3. Make sure that the user attributes, such as email addresses, are correctly synchronized between your IDP and ServiceNow. If there's a discrepancy between UPN values and email addresses, this could lead to authentication failures.

4.  Double-check the configuration settings in your MS Teams manifest file. 

5. Check for  ServiceNow logs for any errors or warnings related to authentication or SSO. This can let you find the root casue for the issue.

6. As a troubleshooting step, try configuring the MS Teams integration with a non-SSO enabled user in ServiceNow. This can help determine if the issue is specific to SSO authentication. (for clarity)

I hope this provide you hint to fix your issue...