MS Teams Integration - Import Chat Functionality

[vsgarcia]

Has anyone been able to get the MS Teams integration - import chat functionality to work as expected on their ServiceNow instance? 

I'm getting a "some technical error occurred while importing chat contact sys admin" error message when attempting to import the MS teams chat to the incident record. 

We've followed the documentation to set up, but it's still not working as expected. 

Any guidance or help would be appreciated 

[Paul Curwen]

Hi, we use it and our users love the feature. The issue you are seeing I have seen once and this occurred when the Teams Tenant connection was not configured correctly. 

When you set up ensure the user has these roles external_app_install_admin or admin and they are a Teams Admin and Global Admin on their Azure account. 

Make sure the user performing the connection also has the same email on their ServiceNow user record as that used in Azure. 

The best article on this (DOCS site for this is not well documented 🙂 ) is here: 

https://www.servicenow.com/community/ms-teams-articles/installing-itsm-hrsd-integrations-for-microso...

There is a script available from support which will basically wipe your teams integration clean and let you start again: 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1002407

If you cannot get it to work after following those steps it is probably best to log a call with support, they can see issues their end we cannot. 

If this helps please mark as Helpful/Correct

[anitha0887]

Hi @Paul Curwen ,

I implemented integration with servicenow  and microsoft  teams 365,every is working fine , except "Import Messages from Microsoft Teams" ui action button on incident table ,iam  agent able chat with  user using "start microsoft teams chat " button on incident,but when want to import conversation of incident into worknote , not able to import into incident table , showing message  that  "This chat is currently being imported using the auto-import feature",However iam able import all conversation are being done in teams with colleagues  ,except  chat related incident .attached screen shot for better understanding.Please help on this .

"

[JB6]

I have this same issue on our dev instance and have yet to reslove it.

[Raguram1]

@anitha0887 

We are defaulting the import configuration to be "AUTO IMPORT" and it is configurable via chat configurations module. See documentation here

https://docs.servicenow.com/bundle/washingtondc-employee-service-management/page/product/sn-teams/co...

And for the records which are marked "auto import" cannot be imported manually.