We just activated the IT Service Management for Microsoft Teams in production this week, and noticed that the auto-import flow was cancelled and auto-import set to false on a chat record.
It was created without issue, but upon reassignment of the incident, the OOTB business rule Add User to Chat on reassignment updated the initiated_by on the sn_tcm_collab_hook_ms_teams_chat record to another user.
Then, next time the Auto Import Messages Subflow ran, it was cancelled and auto-import set to false, citing the error "Initiated by user doesn't have a valid access token"
I think I've tracked down the source of this error to the script include MSTeamsAutoImportChatHelperSNC which contains a function importMessagesOfRecord with the following code
var hasValidToken = new sn_tcm_collab_hook.MSTeamsCredentialsHelper().isAccessTokenOrRefreshTokenAvailable();
if (!hasValidToken) {
this.MSTEAMSCHATUTIL.postMessagetoActivityStream(chat_GR.source_table, chat_GR.source, gs.getMessage("{0}Messages will not be auto imported as {1} doesn't have a valid teams token.", ['[code]', this.MSTEAMSIMPORTCHATUTIL.getUserNameSpan(gs.getUserDisplayName())]));
this.emptyChatRecordImportValues(chat_GR, true);
this.MSTEAMSIMPORTCHATUTIL.cancelSubFlow(executionId, gs.getMessage("Initiated by user doesn't have a valid access token"));
return;
}MSTeamsCredentialsHelper().isAccessTokenOrRefreshTokenAvailable() eventually calls getUserCredential() which attempts to lookup the oauth requestor profile from oauth_requestor_profile
getUserCredential: function() {
// Mapping record is created if not exists;
var credentialGr = new sn_now_azure.MSAzureUserUtils().getAzureMappingGr(true);
var requestorProfileGr = new GlideRecord(this.TABLES.OAUTH_REQUESTOR_PROFILE);
requestorProfileGr.addQuery(this.FIELDS.REQ_CONTEXT, this.DEFAULT_REQUESTOR_CONEXT);
requestorProfileGr.addQuery(this.FIELDS.REQ_ID, credentialGr.getUniqueValue());
requestorProfileGr.query();
requestorProfileGr.next();
this.requestorProfile = requestorProfileGr.getUniqueValue();
this.requestorId = credentialGr.getUniqueValue();
},I confirmed the user does have a valid record on sn_now_azure_user, which is used to populate this.FIELDS.REQ_ID in the above query, so the issue seems to be related to the fact that this query couldn't locate a record on oauth_requestor_profile for the user.
Why would a record be created on sn_now_azure_user for this user, but not oauth_requestor_profile?
