Start Microsoft Teams Chat - (Not on Teams)

Cory Hitchings
Giga Guru

‎04-10-2024 07:07 AM

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.  

2024-04-09_13-56-47.png

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? 

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7 REPLIES 7

Community Alums
Not applicable
In response to Emily4

‎09-13-2024 01:37 PM

Hi Emily - we reached out to SN about this fix, and they responded that they could not confirm this would work and are taking us through other troubleshooting paths.

 

Can you give us more details on what you did? Should we delete the existing token from the Oauth credentials table, and thus this will ask the user to login for the first time to generate new token?

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Emily4
Tera Contributor
In response to Community Alums

‎09-16-2024 07:27 AM

Hey Dennys! 

We only had 1 user experiencing this issue (that we know of).

My developer went to this link (https://INSTANCENAME.service-now.com/nav_to.do?uri=/oauth_credential_list.do), filtered on the user who was experiencing the issue, and deleted the credential. We had the user log out of ServiceNow and log back in, which refreshed the MS Teams token, and it has worked since!

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Community Alums
Not applicable
In response to Emily4

‎10-08-2024 04:29 PM

thanks Emily! we did look into your fix and had it as a possible solution, except we had many more users who were experiencing the issue.

 

What we found and ultimately fixed our issue was updating the Oauth token which for some reason had not refreshed automatically. We never had to refresh manually until this year.

 

We found this by following the below:

  1. Click on Start Microsoft Teams Chat button
  2. Look for Flow -> Active Flow contexts and see if there is a Microsoft teams related Flow that got triggered on click of the button
  3. Check if there are any errors in any of the sections within the flow.

In our case we saw Flow "Microsoft Graph Batch Request" was executed with an Error. We checked the credentials and the Oauth profile called this flow and on refreshing the Oauth Token, the credential issue was resolved on next click.

 

Figure to leave this if it helps anyone else.