Start microsoft teams chat button is not appearing on incident form for itil users

[Renu9]

Hi All,

On the incident form there is 'Start Microsoft teams chat' button .that is visible for admins only and not to itil users.

We have recently upgraded the instance to Utah release and started not visible.

The user is satisfying the itil role and sn incident write role that is available in the UI  action condition .

Please let me know if anyone facing the same issue and how we can resolve it.

[ersureshbe]

Hi, In the UI ACTION check the all roles and tag the same to required user profiles and test it.

[Renu9]

Hi @ersureshbe 

For the user, there is an ITIL role but not sn_incident_write role.

And I could see sn_incident_write role is not available in UTAH version servicenow.

Is it by default? 

[ersureshbe]

Hi, I recommend 2 things,

1. When you are checking you should check the version and compare the same with your instance and personal instance or other non prod with the same version.

2. Any customisation done in the script you should verify it.

[PRASHANTH K CH]

Hi Renu,

add this property and set as true
"teams_use_ih_actions_for_single_tenant"