Troubleshooting the Microsoft Teams integration in xMatters

Problem

The Teams integration does not seem to be working, or specific Microsoft Teams-related features (like bridges, bot commands, or device registration) are failing. What should I look at?

Environment

All versions of xMatters, Microsoft Teams with xMatters integration

Resolution

• Check with your Microsoft Teams administrator if there are policies that require the app to be installed by an administrator or that only make it viewable in the Store by administrators.

• Try installing the bot using an administrator account and connect the bot to your xMatters instance using an xMatters user that has Company Supervisor role privileges.

• Make sure you enter your xMatters URL correctly during the connection step.

• Make sure you allow/authorize the Teams bot to have access to xMatters when the popup appears.

• If you see an Invalid refresh token error or some bot commands (such as find or on-call) fail while others still work, this can indicate an authentication problem with the bot account.

• Check your xMatters devices list. If the Teams device is still listed there, delete it and register Microsoft Teams as a device again.

• Review the setup instructions to make sure no steps were missed.

• Check the xMatters status page (https://status.xmatters.com) for any ongoing service incidents.

If you are unable to resolve the issue with the above then perform the following:

1. In a private chat with the xMatters bot, run the status command. Copy the information that comes back, and share it with xMatters Support so we can investigate with the additional details such as the xMatters instance, plan UUID, etc.
   

2. If it is a brand new configuration, and it won't affect anything on your instance, try signing out and then signing back in again using the signout and signin commands in a private chat with the bot.