MS Teams Integration treats authenticated users as guests after Update Set deployment to QAS

Dotychczas
Mega Guru

‎03-18-2025 04:51 AM

Hi,

After deploying Microsoft Teams integration-related Update Sets to our QAS instance, the integration stopped recognizing logged-in users correctly. Now, every user is treated as a guest, whereas on DEV, everything works fine.

Additional details:

  • All Teams-related notifications work correctly, but user recognition fails.
  • All users are affected, not just specific ones.
  • No changes were made in Azure AD related to this integration.
  • User emails in ServiceNow match those in Azure AD.
  • There were no significant configuration differences between DEV and QAS before the issue appeared.
  • This happened immediately after the Update Set deployment.

Troubleshooting attempted:

  • We verified that the Update Sets were moved correctly.
  • We compared configurations between DEV and QAS but found no clear differences.
  • Notifications in Teams are still working, but user identification is not.

Questions:

  1. Has anyone encountered a similar issue where users are suddenly recognized as guests after an Update Set deployment?
  2. Would backing out all Teams-related Update Sets from QAS and redeploying them as a batch be a reasonable approach?
  3. Are there specific settings we should verify regarding user profile linking between Azure AD and ServiceNow in Teams integration?

Any insights or suggestions would be greatly appreciated.

Thanks in advance!

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Kalesh A1
Tera Contributor

2 weeks ago

Hi @Dotychczas - I am facing a similar issue with MS Teams bot, everything works fine in dev, but when I move it to QA env the consumer user is always shown as guest even though they are authenticated.

Kindly let me know if you have found any solution/workarounds for this. 

 

Thanks

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