'Notify Number *** Does Not Exist' in Major Incident Workbench When Initiating

[VanPham]

Hi Community 😊, 

I'm trying to do the Microsoft Teams Integration and I'm currently stuck on the 'Configure Notify Connector for Microsoft Teams' section. (Configure Notify connector for Microsoft Teams)

My collaborate tab on the Major Incident Workbench didn't appear and that was when I found out you need to populate two system properties:

• com.snc.iam.notify_number - I've put the default conferencing toll phone number on our teams service account in the default value
• glide.notify.task.phone_number - I've put the default conferencing toll phone number on our teams service account in the default value

Once I've done that and initiated the task I get my error:

When I click into the conference bridge field it shows no matches found and when I go into the notify_number table I can't create a record so I'm not entirely sure how records get created on there, if anyone has any idea how I can fix this issue?

I followed all of the steps and highlighted some issues that potentially may be the problem. 

Potential issues: 

Make Microsoft Teams the default communication channel

In this document I wasn't entirely sure which source table, so I just used this one (sn_now_teams_team)

Configure the conference bridge numbers to join calls via phone

We skipped the first section of reserving a conference bridge number because we use Direct Routing for Microsoft Teams, we used the default conference bridge (toll-free) number and enabled the user for audio conferencing within the E5 license.

Map Microsoft Azure email to ServiceNow instance

Haven't done this at all because we only want Major Incident the ability to launch calls from the workbench as our first approach to the integration.

Any advice is appreciated!

[sonaliaroka]

Hi @VanPham  We are also working on the same requirement and are facing the same error. Please let me know if you’ve had any success with finding a solution. Thanks.

[VanPham · Accepted solution]

This was solved by raising a case to ServiceNow and I thought it would be helpful to put their comments on here in case anyone else experiences the same things 😊: 

1) Removed the number "xxxxxx" from notify properties.(4th field from bottom)

Notify -> Administration -> Notify Properties 

I went down a rabbit hole and saw a few posts where a 'notify phone number' was provided and ended up putting a few phone numbers in there. I even tracked down the system property where it's populated, but I was reassured that the issue didn't lie with these factors and therefore I removed them all.

2) Enabled 'Catch All' in below record to avoid selecting specific table:

Notify -> Provider Selector

I didn't have 'Catch-all' enabled which probably was the root cause of my errors. 

Please find attached screenshots of the two factors in my instance that now works.

Let's become better developers together! 

[athardas]

Hi @VanPham,
Thank you for taking the time to document this solution so thoroughly. It not only resolved the issue I was encountering but will undoubtedly benefit many others facing the same challenge. Your effort and contribution are truly appreciated.

Regards,
Atharva

[athardas]

Hi @VanPham,
Thank you for taking the time to document this solution so thoroughly. It not only resolved the issue I was encountering but will undoubtedly benefit many others facing the same challenge. Your effort and contribution are truly appreciated.
Regards,
Atharva