Conversational Integration with Microsoft Teams Installation ChecklistDescriptionThis document covers the checklist to follow while installing the “Now Virtual Agent - Microsoft Teams” production bot on the instance. This will help the end user to verify or debug the issues with the installation. User can verify the default values for different parameters with tables. So that user can verify that the existing values are correct or not in the given instance. Following are the steps to follow during installation of MS team production bot and applicable to Quebec and higher version. These steps are applicable only to the Teams application “Now Virtual Agent” and not applicable for the application “ServiceNow for Teams”. Pre-requisites : Before you start the installation make sure you have ServiceNow admin role. (VA Admin or admin). The following plugins [and store application plugins] should be installed Plugin name Plugin ID Version Glide Virtual Agent [ Pro Licensing] / Glide Virtual Agent Lite [ Standard Licensing] com.glide.cs.chatbot or com.glide.cs.chatbot.lite Conversational Integration with Microsoft Teams (Store plugin) sn_va_teams1.0.4 +Microsoft Teams Graph Spoke (Store Plugin)sn_msteams_ahv2 3.4.0 + MS Teams - App Corecom.snc.msteams.app.core Note: For store plugins, please check the latest version at store and install the latest version from store. While installing the store app plugins, if user gets the error as shown below, please contact TSE and install the iHUB Spoke plugin (refer KB0993169). InstructionsInstallation Steps : You could skip installation steps, if user already installed the bot in the earlier version, like Paris, and upgraded to later version like Quebec. 1. After installation of the plugin, navigate to “Messaging Apps Integrations” and you will see that the “Microsoft Teams” install button is now enabled. (Without the plugin installed, the button will be greyed out.) Click “Install”. [as shown below] 2. ServiceNow will be take you to a 3rd party site. This brings up the Microsoft login page. Log in with your Microsoft credentials. Then click “Accept” on the next page [as shown below] 3. If any error during installation, take the complete screen shot, with the URL and error code, as below and it will help to find the root cause. Also check for error in collaboration proxy log. The collaboration proxy is a network service running in ServiceNow datacenter that facilitates communication between the instances and third-party chat/collaboration services and acting as a bidirectional HTTP proxy. Customer will not have access to proxy and log. In such case, please contact ServiceNow support for help. 4. After installation is successful, you can also check back on the “Messaging Apps Integration” page to see your MS Teams tenant name included. [as shown below] #TaskYesNo1User is having required role - VA Admin or admin 2Required plugins installed 3MS team bot installed successfully Authentication Checklist : 1. Verify that required authentication records got created/updated. # Table Name Column Name Value to be verified 1 provider_auth Name Record got created with “ServiceNow Virtual Agent Teams App – XXX “(XXX is tenant ID) Group Name This should be tenant ID Provider Microsoft Teams 2 oauth_oidc_entity Name Record got created with “ServiceNow Virtual Agent Teams App” Client ID The client ID is “49471a10-fdbc-4ffb-b0b8-944f3df985d9” 3 message_auth Name Record got created with “ServiceNow Virtual Agent Teams App – XXX “(XXX is tenant ID) Provider Microsoft Teams Group Name This should be tenant ID Inbound message verification ServiceNow Virtual Agent Teams App inbound token – App Outbound message verification ServiceNow Virtual Agent Teams App outbound token - ServiceNow 4 token_verification Name ServiceNow Virtual Agent Teams App outbound token - ServiceNow Token teams_va_xxxx 2. Make sure scripted Extension Points for Teams is present in “sys_extension_point” table. 3. Verify that following Records got created with API name MSTeamsInboundRequestHandlerVATeamsExtensionPointVATeamsInstallationExtension Note: This is important for upgraded instances like, from Paris version to Quebec + · On the instance – Navigate to “Connection & Credential Aliases” and verify credentials records created Microsoft Teams Spoke MSTeamsGraph-BotCredentials Virtual Agent MS Teams Credentials Store App Install Checklist : Make sure required flow actions for Microsoft Team is available Navigate to Flow designer -> Actions and check the actions with the Name start with “Virtual Agent - MS Teams Adapter” e.g. Virtual Agent - MS Teams Adapter Default Text Inbound TransformerVirtual Agent - MS Teams Adapter Default Text Outbound Transformer · If any of the flow actions or sub-flow got missed, then check the plugin install log or upgrade log that anything skipped or errored. Basic Operations Checklist : Verify the basic command “Hi” works Get the response with Link to ServiceNow, Continue as Guest Link to ServiceNow Topics got discoveredTopics got executed without any error. Note: With auto link enabled user will not get the option for Link to ServiceNow. Please see KB0964438 for more details. Check for any error/s in system log, if any then collect the details.Verify whether transaction record createdSearch for URL with - /api/now/v1/proxy/cs/adapter/va/teams If transaction record created, then Verify whether conversation is created in “sys_cs_conversation” table and check the following Device Type = TeamsConversation Sate = Open. --- That means conversation is in progressConversation Sate = Completed --- Conversation got completed successfully.Conversation Sate = Faulted If no transaction record created, then The request is not reaching or there is some issue before request reaching to instance. There may be something wrong with proxy authentication and please check for details in collaboration proxy log. Note: Customer will not have access to collaboration proxy server and please contact ServiceNow support for the help. If Conversation Sate = Faulted, then Check for any errors in system logOpen the corresponding conversation record in “sys_cs_conversation”Verify the status of individual tasks or Conversation Messages and identify any errors There could be something wrong with outbound authentication, message ordering e.t.c. Please check for any errors in outbound http log. Navigate to “System Logs -> Outbound HTTP Requests” and search for - URL hostname = teamsproxy.service-now.com Note: With the above-mentioned steps if anything went wrong then get details from 1. Check for any error/s in system log. Get the error details. 2. Conversation record created in “sys_cs_conversation” table. 3. Any errors in Outbound HTTP Logs 4. Any errors while installing the plugin. 5. Anything got skipped during upgrade - If any customization and that will skip during upgrade. Reference: CSTASK201190 6. If bot is not responding in between the conversation, then try with “restart” command. 7. If instance got cloned, then authentication records may not be cloned. Reference: CSTASK204075 /DEF0221119 8. It is not recommended to change the Bot name, and which may lead to the issues and MS Team Bot may not work as expected. Reference: CSTASK202029 Additional InformationAutomation To Validate The Installation : Overview: The user can validate the MS Team bot installation by running the provided script in Scripts - Background .This script validates the installation of MS Teams automatically and gives the validation result of recent sys_plugin_log, syslog, sylog_transaction, and sys_cs_conversation records. The script is attached to this KB as a zipped file, unzip before using it. Name: ms_teams_script.js.zip How to run: Run as a background script in global scope. The script is available here. Paste script into System Definition -> Scripts - Background, and then click on “Run script”. Inputs: No inputs needed. The script is not expecting any inputs from the user. Outputs: 1. A series of tests and their results. 2. Recent, relevant logs from sys_plugin_log, syslog, sylog_transaction, and sys_cs_conversation records. The sample output is as below : For additional information, please refer KB0995114