Incident ticket when it has been reassigned to user getting error - doesn't have valid teams token

[rwhite]

In an incident, a ticket is reassigned to UserX and then that user has an error in the Work Notes:

UserX doesn't have a valid teams token and UserX will not be added to chats started from this record.  Any idea why this is occurring.  The user does have a valid email address.  We have the ServiceNow for Teams plugin installed.  Thanks

[Jesse_H]

Good afternoon.

Any luck figuring out what was going on here? I noticed a user was trying to start a conversation with the caller but in the activity log that error kept showing for him where he couldn't start a Teams chat. 

Thanks!

[SyncWizard]

Hi @Jesse_H ,

In case this is still an open question for you, hopefully I can shed some further light:

This behaviour is controlled by Script Include "MSTeamsImportChatUtilsSNC". There are many similar error messages for different teams-token related cases in the SI.

[Jesse_H]

Thank you! I'll take a look. He was getting the invalid token message. I finally had him install our ServiceNow for Teams app and invited him to a Teams chat generated from ServiceNow to confirm he could at least participate if someone initiated it first. That did the trick, allowing him to start his own chats from SN. I'm not sure if it was the app that he needed to download or not to generate the OAuth token, but it worked!

[SupriyaBasak]

@rwhite 

Check the below link if it helps - 

https://www.servicenow.com/community/sysadmin-forum/kb1443041-the-opt-in-instructions-just-don-t-wor...

If my answer helped you in any way, please then mark it as helpful or correct. This will help others finding a solution.

Thanks,

Supriya