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

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Capture common errors and provide resolution steps for Microsoft Teams using the Conversational Interfaces Diagnostic Tool

    The Conversational Interfaces Diagnostic Tool (CI Diagnostic Tool) is designed to help ServiceNow customers identify and resolve common errors related to the Conversational Integration with Microsoft Teams app. It runs a comprehensive health report covering plugin details, configuration settings, system properties, integration failures, and more, enabling users to validate and troubleshoot their Microsoft Teams bot conversations efficiently.

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    Key Features

    • Error Categorization: Common issues are grouped into categories such as Microsoft Teams not responding, notifications, automatic linking, image/HTML problems, performance, installation, and live agent issues.
    • Health Check Scan: The tool performs a basic health check verifying crucial components like plugin installation, provider application records, message authentication tables, dependent plugins, OIDC token records, and provider references.
    • Knowledge Base Integration: The tool connects users to relevant Knowledge Base articles based on issue keywords, providing documented resolutions for common problems.
    • Interactive Support Workflow: Users log in to the chat widget, select the "Plugin/Functionality Issue" category, and specify Microsoft Teams. The tool then generates a health report and guides users through resolution steps, presenting additional support topics if needed.
    • Version Requirement: Microsoft Teams integration requires CI Diagnostic Tool version 1.1.0 or higher to access diagnostic topics.

    How to Use the CI Diagnostic Tool for Microsoft Teams

    1. Log in to the chat widget and launch the CI Diagnostic Tool.
    2. Select Plugin/Functionality Issue and enter “Conversational Integration with Microsoft Teams” or related keywords.
    3. Review the health check report generated after the tool scans Microsoft Teams integration components.
    4. View recent installation errors, syslog errors, and HTTP transactions related to Microsoft Teams.
    5. Optionally, search for relevant Knowledge Base articles by entering keywords describing your issue.
    6. If further assistance is needed, select additional support topics and choose your issue type to receive tailored resolution steps.
    7. Confirm if the issue is resolved to complete the diagnostic process.

    Benefits for ServiceNow Customers

    • Quickly identify root causes of Microsoft Teams integration issues using automated health checks.
    • Access curated resolution steps and Knowledge Base articles directly within the diagnostic workflow.
    • Reduce downtime and improve user experience by efficiently resolving common errors related to bot conversation functionality.
    • Ensure proper configuration and functionality of Microsoft Teams integration within the ServiceNow Conversational Interfaces framework.

    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 chat widget 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.