Teams chat messages not being received despite signs they were created and sent OK

[Berto2002]

We have nodes that create a private chat in Teams with nominated users and then send a message. Despite all the node outputs seeming positive, no messages are being received by the users.

This node set-up the chat using the UPN:

And then this node should send a message:

And then I put all the outcome, result and errors from the above into the Timeline and they show this which indicates the chat is created and the message is sent:

Create chat ID: 19:30b09574-6bb4-423d-8525-432d7cc118a9_5edc8f18-af10-4244-a4e1-56d2f8ba4a6e@unq.gbl.spaces
Create chat status: ok
Create chat error (no error if blank after colon):

Send Msg ID: 1673879753495
Send Msg status: ok
Send Msg error (no error if blank after colon):

 

And yet it is not sending the message. So something is not working out and I could do with some help as to why please.

 

 

Log file shows no errors:

 

 

10.382932s	INFO	Process Flow Transition from 'Get Custom A (details)' (id=flowcode-5a239886, type=HornbillAutomatiomn) to 'Start Parallel Processing' (id=branch-6886c3e8, type=ParallelProcessingSplit)
10.426886s	INFO	Execution Step: currentStage='s1', currentNode='branch-6886c3e8', suspended='false'
10.426898s	INFO	Suspending process at node 'Start Parallel Processing' (id=branch-6886c3e8)
10.426925s	INFO	Process Flow Transition 'Start Parallel Processing' (id=branch-6886c3e8, type=ParallelProcessingSplit) to 'Decision' (id=decision-a435c6a9, type=Decision)
10.454386s	INFO	Execution Step: currentStage='s1', currentNode='decision-a435c6a9', suspended='false'
10.454896s	INFO	Decision 'Decision' (id=decision-a435c6a9), evaluating 2 branch expressions
10.454905s	INFO	Expression matched: [(functions.pcf("basicinfo","ICTSponsor_value")!=undefined && functions.pcf("basicinfo","ICTSponsor_value")!=null && functions.pcf("basicinfo","ICTSponsor_value")!='')], forwarding to target node: flowcode-d286f197
10.454931s	INFO	Process Flow Transition from 'Decision' (id=decision-a435c6a9, type=Decision) to 'Add ICT Sponsor' (id=flowcode-d286f197, type=HornbillAutomatiomn)
10.602245s	INFO	Execution Step: currentStage='s1', currentNode='flowcode-d286f197', suspended='false'
10.602264s	INFO	Unsuspending process at node 'Add ICT Sponsor' (id=flowcode-d286f197)
10.903950s	INFO	Unsuspending process at node 'Add ICT Sponsor' (id=flowcode-d286f197)
10.903983s	INFO	Process Flow Transition from 'Add ICT Sponsor' (id=flowcode-d286f197, type=HornbillAutomatiomn) to 'Append Name to Custom Q' (id=flowcode-d679fb57, type=HornbillAutomatiomn)
10.930281s	INFO	Execution Step: currentStage='s1', currentNode='flowcode-d679fb57', suspended='false'
10.930306s	INFO	Unsuspending process at node 'Append Name to Custom Q' (id=flowcode-d679fb57)
11.699529s	INFO	Unsuspending process at node 'Append Name to Custom Q' (id=flowcode-d679fb57)
11.699569s	INFO	Process Flow Transition from 'Append Name to Custom Q' (id=flowcode-d679fb57, type=HornbillAutomatiomn) to 'Set-up PM the Stakeholder' (id=integrationMethodCall-c96aa6a7, type=Integration)
11.778488s	INFO	Execution Step: currentStage='s1', currentNode='integrationMethodCall-c96aa6a7', suspended='false'
11.848044s	INFO	Suspending process at node 'Set-up PM the Stakeholder' (id=integrationMethodCall-c96aa6a7)
11.930918s	INFO	Process Flow Transition 'Set-up PM the Stakeholder' (id=integrationMethodCall-c96aa6a7, type=Integration) to 'Decision' (id=decision-a14992f6, type=Decision)
11.934315s	INFO	Execution Step: currentStage='s1', currentNode='decision-a14992f6', suspended='false'
11.935203s	INFO	Decision 'Decision' (id=decision-a14992f6), evaluating 2 branch expressions
11.935215s	INFO	Expression matched: [true], forwarding to target node: coalesce-f61e3ab4
11.935258s	INFO	Process Flow Transition from 'Decision' (id=decision-a14992f6, type=Decision) to 'Finish Parallel Processing' (id=coalesce-f61e3ab4, type=ParallelProcessingCoalesce)
11.954228s	INFO	Execution Step: currentStage='s1', currentNode='coalesce-f61e3ab4', suspended='false'
11.954243s	INFO	Suspending process at node 'Finish Parallel Processing' (id=coalesce-f61e3ab4)

[SamS]

Hi @Berto2002,

Is there any way of perhaps getting data from the Azure/Teams side? i.e. Has the API call reached Teams? and what happened there? From your results, there WAS some processing on the MS side as a message ID of 1673879753495 was returned!

[Berto2002]

1. I have tried setting the Continue On Error to "No" and it does not fail and does not give us any more information.
2. My tech tells me he cannot see this data on the Azure side: "no user audit logs for "servicedesk" related to any of those events. So none of that says failed; basically "lost in ether!"
3. We were asked to check the AD account receiving these has the following perms (our account is an admins so does):

To CREATE the chat:
Delegated (work or school account): Chat.Create, Chat.ReadWrite
Application: Chat.Create

To SEND the message:
Delegated (work or school account): ChatMessage.Send, Chat.ReadWrite

I would like to know anyone else using these Cloud nodes to great and hold chats with Teams and if it's working for anyone

[Berto2002]

We have set-up the integration with Type "Microsoft Teams" (with Title of "Teams Integration") as per this Wiki: Microsoft Teams - Hornbill but correction, the Create.Chat and ChatMessage.Send permissions are NOT present. See the below screenshot.

My tech suggests that the Create.Chat perm is not present because it is not being asked for by the keysafe. He cannot add it our end. Does that make sense to HB? Do you need to add this perm into the Microsoft Teams keysafe API connection (thingy?)

[Berto2002]

As a contrast to the above, @SamS, the "Microsoft Teams Admin" Type has these perms once created (but again, still missing Create.Chat and ChatMessage.Send):

[SamS]

Hi @Berto2002,

Those individual permissions might be a red herring.

From what we(*) can tell: all is operating as it should in the Hornbill iBridge side. The issue is thus likely somehow environmental to Azure/Teams. I am unfamiliar with the minutiae of Teams, but there might be a function to filter/block/quarantine unsolicited (**) chats or so. Could your Teams Administrator perhaps have a look.

(*) like yourself, we don't get errors and the IDs are in similar format, so all appears as should.

(**) eg from contacts not in the contact list or in your team or so

[Berto2002]

Hi Sam, OK we will look into it at the Teams/Azure end, if we can....

But I provided the details of the permissions because I was asked by Support; and is it not strange that these messages are not working AND the perm in the Keysafe don't include "Create.Chat" and "ChatMessage.Send" which is the exact feature we are trying to execute...?

[SamS]

Hi @Berto2002,

IF the permissions weren't correct, we would have seen error messages (to that effect).

I could have mis-read the API documentation which might have stated that either permission would give access to that functionality (rather than "all" being required) Chat.ReadWrite IS listed.

[Berto2002]

@SamS I tracked this down to my workflow error in the end. The nodes that sent the messages - supposedly to different people - were all sending to the first person in the list because I had duplicated and not re-named the result reference to use in each messsage send node. In short, we were sending 5 updates to the same person and they had not noticed...