Error - doesn't have a valid teams email and will not be added to chats started from this record

dharanikumar
Giga Guru

‎08-31-2023 12:30 AM

Hi All,

 

I am getting the below error when the user added in the "Microsoft Teams Chat" from the agent Workspace.

 

Error - doesn't have a valid teams email and will not be added to chats started from this record.
User is having the valid email address in the both ServiceNow and in Teams also.

 

dharanikumar_0-1693466430512.png

 

Thank you!!

 

0 Helpfuls
  • 1,342 Views
2 REPLIES 2

Raguram1
ServiceNow Employee
ServiceNow Employee

‎08-31-2023 12:40 AM - edited ‎08-31-2023 12:41 AM

hi @dharanikumar  This happens in case of re-assignment. When a task has associated MS Teams chat and the task is being re-assigned (assigned_to value changes). Then we trigger a flow that will add the assigned_to user to the chat, in your case you have to verify if that users sys_user.email is the right value.

Also check sn_now_azure_user table if the same user was mapped. If the user is not present in this table, meaning we were not able pull the user detail using sys_user.email. 

 

If your org is not using oob sys_user.email field, then see this doc which will allow you to use a different column other than email 

 

Thanks,

Ragu

dharanikumar
Giga Guru
In response to Raguram1

‎08-31-2023 05:23 AM

Hi Raguram,

Thank you for the quick reply.

 

For this point "Also check sn_now_azure_user table if the same user was mapped. If the user is not present in this table, meaning we were not able pull the user detail using sys_user.email. "

 

Just want to know what are the reasons for user not mapped in the "sn_now_azure_user" table please.

Thank you!!

 

0 Helpfuls