Start Microsoft Teams Chat - (Not on Teams)

[Cory Hitchings]

Hi Community, 

The user selection popup when starting Microsoft Teams Chat shows Recommended users to start a chat with.  All recommended users are valid active users, however show in red, appended with a (Not on Teams) message when in fact they are all on Teams.  

One thing that may be a factor; we made a change a while back to how users log in to ServiceNow, we used sAMAccountName and Teams users would appear normal.  Now we are using UPN to authenticate and the "Not on Teams" red users are showing.   

All is working fine, can start a chat, can import a chat with the "Not on Teams" users. 

Ideas on what may be the issue here?   And preferably ideas on how to fix this issue? 

[Kristin Acree]

same boat here, we didnt change anything, but we have some users showing Not on Teams, while others are.

[Community Alums]

We are also seeing this now as of a month ago. The issue is intermittent for us also.

[Emily4]

We "fixed" this issue. 
For the users seeing the "Not on Teams" verbiage, we refreshed their MS Teams user token in ServiceNow and it fixed it. 

Hope this helps! 

[Community Alums]

nice! we will look into this and see if this works for us! appreciate the post!