Sidebar discussion integration with Teams

[Sue143]

Hi community,

I am trying to make work the Teams/sidebar integration in ServiceNow, but I keep hitting the wall no matter what troubleshooting I perform.

I am able to start a sidebar discussion in ServiceNow and if an external is in the conversation, a chat also starts on Teams. The problem is with the messages sent from Teams to ServiceNow.

I tried to repair the plugin, delete file in "sys_cs_collab_settings" and re-configured the integration between Sibebar and Teams, but no changes. Even with all configurations apparently correct:

Tables: sys_cs_collab_settings, with data (Enable: true, Enable Teams: true)
sys_cs_collab_provider_application, with data (Active: true, setup status: complete)
sys_cs_collab_user, with users synced
sys_cs_collab_provider_user_profile, with users and external user IDs

I have executed the scheduled job: Subscribe Teams App, but it seems that ServiceNow is unable to subscribe the Azure APP. After scheduled jobs is finished I have ran the script included:

var applicationId = "clientID";
gs.info("applicationId = " + applicationId);
var getChatSubScrResult = sn_fd.FlowAPI.executeActionQuick('sn_oe_sfs.get_chat_subscription', {
application_id: applicationId
});
var subscriptions = JSON.parse(getChatSubScrResult.subscriptions);
gs.info("subscriptions = " + subscriptions);

if (subscriptions && subscriptions.length == 2) {
gs.info("subscription 1 = " + JSON.stringify(subscriptions[0]));
gs.info("subscription 2 = " + JSON.stringify(subscriptions[1]));
}

This is the result:

*** Script: applicationId = appID
*** Script: Flow Action::Teams::Get Chat Subscription | inputs: {"responseBody":"{\"@odata.context\":\"https://graph.microsoft.com/v1.0/$metadata#subscriptions\",\"value\":[]}","errorMessage":null,"applicationID":"appID","statusCode":200}
*** Script: Flow Action::Teams::Get Chat Subscription | outputs: {"status_code":200,"subscriptions":"[]"}
*** Script: subscriptions =

Note: subscription is empty.

Same happens if I run the flow action: Get Chat Subscription

If I add an external to a sidebar discussion I am getting an error message now, since re-configuring: ⓘ Not delivered in Teams. Please retry later. But if send messages from the previous conversations those messages get delivered on Teams.

Did some of you get similar issues with this integration?

Best,

Suellen.