Getting an error “Invalid participants xyz and abc : Please add valid participants to start chat” when initiating Teams chat

[karishma3]

We are trying to integrate MS Teams with ServiceNow. We have followed below only steps from ServiceNow doc link - docs.servicenow.com/bundle/rome-employee-service-management/page/product/sn-teams/concept/setup-sn-ms-teams-single-tenant.html

1. Installed plugin ‘IT Service Management integration with Microsoft Teams’
2. Created Microsoft Azure application to authenticate Microsoft Teams users with ServiceNow
3. Authenticate users to access Employee Center dashboard
4. Verify and update application registry values
5. Register the Request Based Chat app for single tenant app with ServiceNow instance

Below steps we followed:

1. Clicked on ‘Start Microsoft Teams Chat’
2. Added participant 
3. Clicked on ‘Start Chat’

And then we get error shown in attached screenshot. 

Both users can login to MS Teams with same email IDs present on their ServiceNow user profile.

Are we missing anything?

Can you please help us with this?

[Hasan Sert]

Yes, but I had to change the tenant in the Servicenow for Microsoft Teams > install Azure Apps menu then put it back to the default tenant one and allow the newly created connectors again and then it worked

[Brendan12]

I ran into the same error and was direct to this post which solved my issue:
https://community.servicenow.com/community?id=community_article&sys_id=ef047b4b1b27f010c16b43f6fe4bc...

The documentation we followed to set up the connection did not have these listed so we were missing permissions to utilize the feaure.

[Francis Cavaciu]

I would highly recommend this great article from Pooja Gupta . . .

Installing ITSM/HRSD integrations for Microsoft Teams

This little gem seems to cover a number of points not covered clearly in the documents.

Also the ServiceNow for Microsoft Teams forum page has some great content (including the above article)

[gputker]

After much pain I have discovered the cause of this issue.  When you attempt to start a Teams chat from within an Incident, the system automatically (yet invisibly) adds you (the currently logged in user) to the attendees of the meeting.  This means that if there is anything wrong with your account (regarding your permissions, email, roles, Azure/Teams access) you will get that error message.

So, to fix this issue, you need to ensure that the current logged in user is correctly authenticated with SSO Azure and this must be the same instance of Azure that your entire MS Teams Integration is setup with.  You, the current logged in user, need to have the right level of access in Azure and your email address must match your Azure account email where all of your access is given.

Best thing you can do is get your Azure Admin and a knowledgeable ServiceNow developer colleague onto a call.  Login incognito to ServiceNow using SSO and attempt to start your teams meeting via the UI action.  If you get the error '“Invalid participants xyz and abc : Please add valid participants to start chat”' then work with your Azure admin to validate everything you can about your current account, session, access, login, email - everything.