Capture common errors and resolution steps for Microsoft Teams using the Conversational Interfaces Diagnostic Tool

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Capture Common Errors and Resolution Steps for Microsoft Teams Using the Conversational Interfaces Diagnostic Tool

    The Conversational Interfaces Diagnostic Tool is designed to help users troubleshoot and resolve common errors associated with the Microsoft Teams integration within ServiceNow. It runs health reports that assess various aspects of the integration, providing actionable recommendations to address any identified issues.

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    Key Features

    • Generates health reports covering plugin details, configuration settings, system properties, and integration failures.
    • Groups common errors into categories such as notifications, performance, and installation issues.
    • Includes access to Knowledge Base articles with resolutions for common issues.
    • Requires CI Diagnostics Tool version 1.1.0 for functionality.

    Key Outcomes

    By utilizing the CI Diagnostic Tool, users can:

    • Run a health check to verify the status of the Microsoft Teams app integration.
    • Identify and resolve recent installation errors and system logs.
    • Access relevant Knowledge Base articles for deeper understanding and solutions.
    • Receive guided steps for troubleshooting specific issues related to Microsoft Teams.

    This tool streamlines the troubleshooting process, ensuring users can efficiently resolve issues and enhance their experience with Microsoft Teams within ServiceNow.

    The Conversational Interfaces Diagnostic Tool runs a health report to define and capture information for different categories of the Conversational Integration with Microsoft Teams app, such as plugin details, configuration settings, system properties, integration failures, and so on, and lets the user validate and review these settings to start a bot-conversation.

    When a user runs the health check scan and if there are issues that are shown on the report, then the user can take actions to resolve the issues based on the recommendations that the bot provides through the CI Diagnostic Tool.

    Grouping common errors

    To provide a health report of the various aspects of the Conversational Integration with Microsoft Teams application, the most common issues have been grouped into the following categories:
    • Microsoft Teams not responding
    • Notifications
    • Automatic Linking
    • Image/HTML
    • Performance
    • Installation
    • Live Agent

    Resolution

    The Conversational Interfaces Diagnostic Tool is used to resolve the errors that users come across with their Microsoft Teams app. Knowledge Base articles are documented with resolutions to the issues and the records for these KB articles are created in the CI Diagnostic Tool.
    Note:
    Microsoft Teams requires the CI Diagnostics Tool of version 1.1.0 to make the diagnostic topic available for the user.
    Resolving errors using the CI Diagnostic Tool includes the following steps:
    1. Login into the Web Client and start the CI Diagnostic Tool.
      The CI Diagnostic Tool presents the following groups to choose from:
      • Error Message
      • System Property Lookup
      • Plugin/Functionality Issue
      • General Question
    2. Select Plugin/Functionality Issue and type Conversational Integration with Microsoft Teams or any related keyword to get the options of available plugins related to your search term.

      The Microsoft Teams application logo appears as a response.

    3. After Microsoft Teams is provided as an input to the CI Diagnostic tool, a basic health check of the app gets executed and a report is generated for the user.
      The health check is run to verify if:
      • Microsoft Teams app plugin installed
      • Provider application record verification.
      • Message auth table has all the records
      • Dependant plugins are available
      • OIDC token verification records are available
      • Provider reference is missing in the [sys_cs_provider_application] table

      After successful health check scan, verifications such as recent installation errors, recent syslog errors, and recent HTTP transactions are presented to the user.Microsoft Teams health check in Now Support using Diagnostic tool.

    4. The health check report also provides you with an option to view existing Knowledge Base articles that may be associated with your issue. Enter Yes and provide a few words to describe your issue.

      For example, if you enter image as your issue description, then the CI Diagnostic tool presents you with the Knowledge Base articles related to images. Select the link to view the Knowledge Base article.

      Select No to proceed for additional support.

    5. The CI Diagnostic Tool provides you with an additional support topic available for the Microsoft Teams plugin. Select Yes to proceed.

      You are presented with the following issue types to select from.Virtual Agent chat window showing diagnostic support and issue type selection for the Microsoft Teams plugin.

      For example, if you select any one of the issue types, the CI Diagnostic Tool provides you with the resolution steps pertaining to that issue type to identify the cause of the issue and to resolve it. You will also be presented with the relevant Knowledge Base articles to get further details about the issue.

      Finally, the CI Diagnostic Tool asks you to check if your issue is resolved. Select Yes if the issue is resolved.