External Email User (Given email id is not valid)

[williams2]

Hello, I have a problem that I can't find information on how to solve.
When I try to add external emails to start a Teams chat, I get the following error when I add the email and try to start the chat.

When I try to add it again, it adds it but it appears that the email is not in Teams.

When I try to start the chat in Teams, I get an error with the follogin

has anyone had this same error and can tell me how they solved it ?

Regards

[DineshS]

ServiceNow checks in Teams Server if the given user is present or not and if it's present then the status(Eg: Available, away etc). If it's showing (Not on Teams) next to the user name, then you cannot initiate a chat with that user. 

By the way, can you please confirm that you are able to chat with that Yahoo user from Teams client(outside of ServiceNow) ? My understanding is that you cannot. @williams2 

[williams2]

hi @DineshS   thanks for your anwer
I understand, but we are trying these things with accounts of people outside the organization who have a Teams account, but it shows us those messages and so far I can't find how to allow the chats to take place.

When you try to search for emails from external clients directly in Teams, you can connect without problems. The problem comes when you want to do the Microsoft Teams chat from an Incident, Request, Rhythm or Task in Servicenow.

That email thing is just an example since it's the same errors that it shows us with any external client account that does have a Teams account.

Do you know how I can correct this or what I can do to be able to generate chats from Teams with external accounts without problems?

[DineshS]

Hi @williams2 

When you add the user's email to the list, and when you see a status next to the user in red, take a look at the outbound HTTP logs. Looks for the graph API call which checks for the presence of the user in Teams. Depending on the graph API version, it will be something like this POST https://graph.microsoft.com/v1.0/communications/getPresencesByUserId 

Look at the response message. Call the same graph API outside of the Teams spoke either from a REST API in SN or from a tool like Postman. If the API response is something that you aren't expecting, take it up with your Teams administrator. 

On a side note, I suspect the external email ids such as yahoo in your case are added in Teams as guests(ie not real microsoft users) so it may not be possible to obtain their availability status from Teams.