Microsoft Teams integration throwing error after working fine before

[ManuelZ]

I am working on a ServiceNow and Microsoft Teams integration PoC and at first, everything worked fine. At some point I could not start a teams chat from the incident form in ServiceNow anymore and I get an error message saying "You do not have a valid email to start Microsoft Teams Chat". I checked the tenant, the email adress of my user, tried impersonating a different user and tried creating a new user. Even logging out of ServiceNow using virutal agent in Teams and logging back in (which worked perfectly fine) did not solve the issue. 

Did anyone face similar issues, or has an idea what else I can try to fix that issue?

Thanks

[Nick Papineau]

Were you able to resolve this? Getting the same error.

[ManuelZ]

Unfortunately not

[Viswa2]

@ManuelZ  Does your instance also have customer service? If so, this issue could be caused by having similar email addresses on customer records and actual user records.

[Sumanth16]

Hi @ManuelZ ,

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 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0964363

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,

Sumanth Meda