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Workflow: MS Teams (work or school) compliance

Compatibility

This workflow, and the remote actions it triggers, are designed to operate on the “new” version of Microsoft Teams, now referred to as “Microsoft Teams (work or school)”.
To check the compliance of older Teams clients, now referred to as “Microsoft Teams classic” please refer to this dedicated workflow: Workflow: MS Teams compliance

Overview

As a vital collaboration tool, productivity and satisfaction are critically impacted when Microsoft Teams is not working as intended. This is often due to common L1-level compliance issues: presence, versioning, or incorrect configurations. Regardless of the issues(s) detected, L1 agents must find and treat each type of problem separately to ensure compliance.  

Trigger an automated workflow across any group of devices to perform a series of automated compliance checks to ensure that MS Teams is present, compliant, and up-to-date. If any issues are detected, the workflow automatically performs the necessary remediation. 

This workflow automatically enables you to resolve and filter out common compliance issues. This saves significant time for any support team, enabling them to investigate and focus on more serious problems. 

Changelog

V1.0.0.0 - Initial Release

Dependencies

In order to use this flow the following content needs to be installed into your Nexthink Infinity tenant using the Nexthink Library.

Remote actions

  • Get Microsoft Teams Work or School client status

  • Reinstall Microsoft Teams Work or School Windows

  • Reinstall Microsoft Teams Work or School macOS

  • Clear Microsoft Teams work or school cache

For more details about remote actions in workflows see https://docs.nexthink.com/platform/latest/workflows-designer#id-(2023.8-05)Designer-RemoteActions .

Campaigns

  • Reinstall Microsoft Teams - Invoke

  • Reinstall Microsoft Teams - Completed

  • Close Microsoft Teams (short maintenance) - Invoke

  • Close Microsoft Teams (short maintenance) - Completed

For more details about campaigns see https://docs.nexthink.com/platform/latest/campaigns and campaigns in workflows see https://docs.nexthink.com/platform/latest/workflows-designer#:~:text=the%20remote%20action.-,Campaigns,-The%20Campaign%20Thinklet .

Configuration

ITSM API connector credentials

The configuration of connector credentials is essential for enabling API calls. See detailed information at https://docs.nexthink.com/platform/latest/webhooks-manage-credentials . Each Service/API thinklet has a dropdown field for credentials that needs to be filled out. When the workflow is installed or copied from the Library, this field will be blank as it is a local setup of each environment and is not included in the Library.

Administration_Edit_credential_SNOW.png

ServiceNow actions can be created using the built-in ServiceNow connector. The required action and the connector credentials can be selected from the drop down lists, and the available parameters will change in line with the action chosen.

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Remote action and campaign configuration

Please note: To be used in a workflow, the following remote actions must be configured with a manual trigger. It can be combined with other execution triggers if the remote action is also used outside of a workflow.

To be used in a workflow, campaigns must be specified in the input parameters of the corresponding remote actions and published.

The following remote actions require campaigns. 

  • Clear Microsoft Teams Work or School cache

    • [CampaignId]: Close Microsoft Teams (short maintenance) - Invoke

    • [OperationCompletedCampaignId]: Close Microsoft Teams (short maintenance) - Completed

  • Reinstall Microsoft Teams Work or School (Windows and macOS)

    • [CampaignId]: Reinstall Microsoft Teams - Invoke

    • [OperationCompletedCampaignId]: Reinstall Microsoft Teams - Completed

Trigger configuration for the workflow

This workflow was designed primarily to be run manually to ensure that client fixes can be submitted quickly. However, it can be configured to run on a schedule.

When configuring the scheduler we recommend the following settings as a baseline:

NQL:

CODE
devices during past 7d
| where operating_system.platform == Windows
 and operating_system.name !in ["*server*"]

Recurrence: Weekly - select at least one day.

Please note: Once all the prerequisites and workflow are installed and configured, you can use the built-in validation feature that runs every time you save the workflow.

Workflow Structure

Please note: The workflow uses campaigns that alert users before every step that affects their Microsoft Teams client software. Users can cancel a workflow if it's not the right time to work with their Microsoft Teams client (for example, they're in a Teams call).

This section describes the key steps in this workflow:

  • At the start of this workflow, there is a "Get Microsoft Teams Work or School Client Status" thinklet configured to automate the retrieval of Microsoft Teams client status information using a remote action;

  • Based on the results of this analysis, the workflow determines whether the following issues need to be addressed with additional remote actions:

    • Does the device have the Microsoft Teams client installed?

    • Is the Microsoft Teams client up to date (updated less than a month ago)?

  • If the Microsoft Teams client is up to date then the “Clear Microsoft Teams work or school cache” remote action is run on the device to clear the cache to ensure the best operating environment.

screenshot-01.png
  • If the Microsoft Teams client is either not up to date, or not installed on the device, the operating system is checked and the OS specific remote action to reinstall Microsoft Teams is run on the device.

  • After a 5 minute pause, the Get Microsoft Teams Work or School Client Status remote action is run again to ensure that the installation was successful.

    • If MS Teams is now present then the workflow terminates

    • If MS Teams is still not installed then it is clear there is a problem with the device, so an ITSM ticket is logged for further investigation.

screenshot-02.png


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