Start microsoft teams chat button is not appearing on incident form for itil users
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12-27-2023 08:03 AM
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.
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10-25-2024 12:05 AM
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3 weeks ago
There are conditions for the UI Action to appear, which is defined on the MSTeamsChatUtil Script Include:
1. User is not being impersonated
2. Task is not inactive and you can write to the task
3. You have the correct roles, usually ITIL and the write rights for the task table. E.g. Incident will be 'sn_incident_write'
4. a) The system property to use iHub 'sn_tcm_collab_hook.teams_use_ih_actions_for_single_tenant' is true and you are using single tenant application. This will return true, else it won't fail the condition.
b) The installed application is not multi tenant. This appears to act as a catch-all if 4.a above fails, as the final line is returning true.
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3 weeks ago
I am having this same issue. My configuration is multiple instances to a single Microsoft tenant.
I have created a bot in teams, and everything works fine but starting a chat from ticket is not working. Is there a place I can allow request-based chat in ServiceNow as this is only available to see when you use the OOB integration azure app for Microsoft.
