MS Teams chat record is blank even though Auto Import is turned on

[SD2024]

We have installed and configured MS Teams integration.  Auto import is turned on in the chat configuration. From an incident I can click on the 'Start Microsoft Teams Chat' button and initiate a chat

However, when I click the link to view the chat record is shows no activity.

I can see the subflow was processed, but the chat record shows no data. Why is the chat transcript not coming through?

It woked fine in the DEV environment, but is not working in Prod. As far as I can see, the chat config is the same in both environments

[JLizard1]

I'm having the same issue - did you get a fix for this?

[Benjamin]

Hi @SD2024, @JLizard1 

We had the same issue after Vancouver upgrade. 

The action (Auto Import Messages) that used by the subflow always runs successfully (outputs.Status = "Success" anyway). The input of this action for initiated_by is a reference (sys_user) this reference is passed to the SI: MSTeamsAutoImportChatHelper.importMessagesOfRecord

The problem with this is, the method above uses impersonation to add comments from MS Teams chat, BUT the impersonation has to have a user sys_id instead of the whole object.

Resolution:

Update the action (Auto Import Messages) script step where the script include is called and pass the inputs.initiated_by.getUniqueValue() instead of inputs.initiated_by refernce object.

If it works for you please mark this solution

Thank you,

Benjamin

[JLizard1]

Much appreciated, thanks Benjamin, I've made these changes now and will let you know how we get on. 

[SD2024 · Accepted solution]

This seemed to be resolved after upgrading to Washington.