Users are not able to start MS Teams chat from an Incident record

[Ganesh Manasali]

Hi All,

Recently we have configured  MS Teams integration.
Users with ITIL role are not able to initiate the MS Team chat from the incident record even though email ID is the same in the instance as well as the MS Teams account. 
Can anyone suggest what are all the things we need to verify to fix this issue?

Thanks in advance!

Regards,

Ganesh

[Ankur Bawiskar]

@Ganesh Manasali 

Can you share what setup you have done in detailed along with screenshots to better understand?

Is there a spoke for this? Is it free or a paid one?

[Ganesh Manasali]

Hello @Ankur Bawiskar 
Please find the below information about MS teams  configuration

1. Installed the 'Conversational Integration with Microsoft Teams' free plugin

2. Created a BOT in Azure application

3. Using the BOT information, we have created a tenant in ServiceNow using the below document

https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/administer/virtual-agent/task/t...

4. Later created the manifest for MS teams and uploaded the same in Azure Application.

I can't share screenshots because its confidential. 

After following the above steps, we were able to create a chat channel in MS teams related to instance and communication was established for the same.

But when some ITIL users tries to connect with end user using 'Start MS Teams Chat' button on incident form, its not working as expected. 

Please let me know if you need any further information on the same. Thank You for your reply. 

Regards,
Ganesh

[Ankur Bawiskar]

@Ganesh Manasali 

what's the error?

you said some itil users so it means it's not an issue for all the users

[Ganesh Manasali]

Hello @Ankur Bawiskar 

For admins, it working fine. 
When some ITIL users click on the 'Start MS Teams Chat' it does not throw any error but it remains on the same page doing nothing. 

I have checked user email ID and MS teams email ID, both are same.