Missing the Collaborate icon in Service Operations Workspace

[kimberlylp]

I have installed the plugins for Microsoft Teams integration.

Using Service Operations Workspace, the Collaborate frame with the chat icon appears on some users content sidebar, but not others. I didn't explicitly do something different for the users that can see it and I cannot find any obvious difference in roles or ACLs.

Does anyone know where this access is granted?

[Community Alums]

Hi @kimberlylp ,

Have you already installed the app and gone through the basic setup for ITSM Integration with Microsoft Teams?

After that you also need to authorize individual apps in o365, specifically the request based chat. See below:

https://docs.servicenow.com/bundle/utah-employee-service-management/page/product/sn-teams/task/autho...

[kimberlylp]

I do have the integration completely set up and have been chatting with a coworker via the chat icon. As it turns out, it is an impersonation issue mentioned by Kristin.

Thanks so much for your time.

[Kristin Acree · Accepted solution]

Chat features are not allowed to access while impersonation, this is via the Script Include: MSTeamsChatUtil.canLaunchChat.

[kimberlylp]

I was impersonating. That makes sense as I would not have access to that persons Teams account.

I asked the person whom I was impersonating to screen share with me to confirm they can see the chat icon.