# Configuration guide: Microsoft Teams assisted troubleshooting
{% hint style="warning" %}
The configuration options on this page are only accessible to [administrators](https://docs.nexthink.com/platform/user-guide/administration/account-management/roles#roles-administration).
Refer to the [Usage guide: Microsoft Teams assisted troubleshooting](/platform/library-packs/collaboration-and-productivity-applications/workflow-microsoft-teams-assisted-troubleshooting/usage-guide-microsoft-teams-assisted-troubleshooting.md) to use library content as a standard user.
{% endhint %}
## **Prerequisites**
This library pack contains content from the following required [expansion products](/platform/overview/products.md):
* [Employee Engagement - Campaigns](/platform/user-guide/campaigns.md)
* [Flow - Workflows](/platform/user-guide/workflows.md)
{% hint style="info" %}
Some of these products offer default access to their respective content and can still be used without [expansion products](/platform/overview/products.md).
To learn more about default thresholds for expansion products, [visit the extended documentation](broken://spaces/OrWF1QMMEwqZgv33QBkR).
{% endhint %}
## **Included content and dependencies**
This library pack contains the following content and dependencies:
| Content type | Name | Description | Dependencies |
| -------------------------------------------------------- | --------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------- |
| [Workflows](/platform/user-guide/workflows.md) | **Microsoft Teams assisted troubleshooting** | Orchestrate the troubleshooting of Microsoft Teams client. | none |
| [Remote actions](/platform/user-guide/remote-actions.md) | **Get Microsoft Teams client status** | Provides deeper visibility into the compliance status of Microsoft Teams Edition endpoints. | Used directly in the workflow |
| | **Reinstall Microsoft Teams Windows** | Reinstalls the Microsoft Teams client on a Windows device. | Used directly in the workflow |
| | **Reinstall Microsoft Teams macOS** | Reinstalls the Microsoft Teams client on a macOS device. | Used directly in the workflow |
| | **Clear Microsoft Teams cache** | Closes Microsoft Teams if it is open and deletes the cache files. | Used directly in the workflow |
| | **Get network speed** | Gets information about the speed of the network by measuring the Web RTT against an external URL and a business URL. | Used directly in the workflow |
| [Campaigns](/platform/user-guide/campaigns.md) | **Teams troubleshooting intro - Workflow invoke** | Notifies a user that a Microsoft Teams assisted troubleshooting workflow is available, informs them of its duration, and checks whether it is the right time to run this workflow. Provides an option for the workflow to be postponed. | Used directly in the workflow |
|
| **Reboot request due to high uptime - Workflow invoke** | Notifies a user that the device has exceeded the recommended operating time and requests a restart to ensure normal operation of the device. | Used directly in the workflow |
| | **Network connection issues detected - Workflow invoke** | Notifies a user that network connection problems have been detected on a device and prompts the user to check the network connection to avoid communication problems. | Used directly in the workflow |
| | **Teams troubleshooting check - Workflow invoke** | Notifies a user that troubleshooting of the Teams client has been completed and asks the user to verify that the problem has been resolved. | Used directly in the workflow |
| | **Reinstall Microsoft Teams - Invoke** | Asks users if they agree to have MS Teams reinstalled for maintenance. If they agree, the remote action is triggered to close MS Teams and reinstall the application. | Used by the Reinstall Microsoft Teams remote actions |
| | **Reinstall Microsoft Teams - Completed** | Notifies users that MS Teams has been reinstalled and is ready to restart. It appears after the remote action has successfully completed. | Used by the Reinstall Microsoft Teams remote actions |
| | **Close Microsoft Teams (short maintenance)- Invoke** | Asks users if they agree to have MS Teams closed for maintenance. If they agree, the remote action is triggered to close MS Teams and trigger the appropriate remote action. | Used by the Clear Microsoft Teams Cache |
| | **Close Microsoft Teams (short maintenance) - Completed** | Notifies users that the MS Teams maintenance is complete and ready to be reopened. It appears after the remote action has successfully completed. | Used by the Clear Microsoft Teams Cache |
## **Configuring Microsoft Teams assisted troubleshooting pack**
{% hint style="info" %}
Adapt these suggested configuration steps to edit and customize content according to your organizational needs.
{% endhint %}
Follow these steps to install and configure content:
* Before configuration - Install library pack content from [Nexthink Library](/platform/user-guide/nexthink-library.md)
* [Step 1 - Configure remote action(s)](#step-1-configure-remote-actions)
* [Step 2 - Edit campaigns](#documentation-step3-editcampaigns)
* [Step 3 - Configure ITSM API connector credentials](#configurationguide-batteryreplacementscheduling-step2-configureitsmapiconnectorcredentials)
* [Step 4 - Configure global parameters in the workflow](#configurationguide-batteryreplacementscheduling-step3-configureglobalparameters)
### **Step 1 - Configure remote actions**
1. From the main menu, navigate to the **Remote Actions** > [Manage remote action ](/platform/user-guide/remote-actions/getting-started-with-remote-actions/managing-remote-actions.md)page.
2. Review and edit your remote actions.
Nexthink recommends the following configurations for these remote actions:
| Name | Trigger schedule | Parameters to edit |
| ------------------------------------- | ----------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Get Microsoft Teams client status** | Trigger: Workflow | |
| **Reinstall Microsoft Teams Windows** | Trigger: Workflow |
ExternalURL: The external URL against which the Web RTT is to be checked
WebRTTThreshold: The time threshold for the external URL Web RTT
BusinessURL: The URL in the corporate environment against which the Business Web RTT is to be checked
BusinessWebRTTThreshold: The time threshold for the business URL Web RTT
|
### **Step 2 - Edit campaigns**
1. From the main menu, navigate to the **Campaigns** > [Manage Campaigns](/platform/user-guide/campaigns/managing-campaigns.md) page.
2. Review and edit your campaigns. For each installed campaign:
* Customize the sender name and image.
* Review and adjust questions.
* Publish the campaign when you are ready to use it.
Nexthink recommends the following configurations for these campaigns:
| Name | Trigger | Priority |
| --------------------------------------------------------- | ------------- | -------- |
| **Teams troubleshooting intro - Workflow invoke** | Workflow | Urgent |
| **Reboot request due to high uptime - Workflow invoke** | Workflow | Urgent |
| **Teams troubleshooting check - Workflow invoke** | Workflow | Urgent |
| **Network connection issues detected - Workflow invoke** | Workflow | Urgent |
| **Reinstall Microsoft Teams - Invoke** | Remote action | Urgent |
| **Reinstall Microsoft Teams - Completed** | Remote action | Urgent |
| **Close Microsoft Teams (short maintenance)- Invoke** | Remote action | Urgent |
| **Close Microsoft Teams (short maintenance) - Completed** | Remote action | Urgent |
### Step 3 - Configure ITSM API connector credentials
The configuration of [connector credentials](/platform/configuring_nexthink/bringing-data-into-your-nexthink-instance/integrating-nexthink-with-third-party-tools/outbound-connectors/connector-credentials.md) is essential for enabling API calls.
1. From the main menu, navigate to the **Administration** > [Connector credentials](/platform/configuring_nexthink/bringing-data-into-your-nexthink-instance/integrating-nexthink-with-third-party-tools/outbound-connectors/connector-credentials.md) page.
2. Choose the **HTTPS** option from the **Protocol** drop-down.
3. Paste the root `https://` of the ITSM into the **URL address** field.
4. Choose the **Basic** option from the **Authorization** drop-down.
5. Enter a **Username** and **Password** to connect to the third-party tool.
6. **Save** the credential.
After configuring the connector credential for the ITSM API:
7. From the specific workflow, fill in each **Service/API** thinklet dropdown field for **Credentials**.
* 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.
### Step 4 - Configure global parameters in the workflow
There is one global parameter in this workflow:
* `sys_id`- the reference for a single global ITSM ticket created before running the workflow.
The ITSM ticket [`sys_id` parameter](/platform/library-packs/collaboration-and-productivity-applications/workflow-microsoft-teams-assisted-troubleshooting/usage-guide-microsoft-teams-assisted-troubleshooting.md#collecting-the-incident-sys_id-from-servicenow) must be passed to this workflow to track the progress and results of the workflow.
***
RELATED TOPICS
* [Workflow: Microsoft Teams assisted troubleshooting](/platform/library-packs/collaboration-and-productivity-applications/workflow-microsoft-teams-assisted-troubleshooting.md)
* [Usage guide: Microsoft Teams assisted troubleshooting](/platform/library-packs/collaboration-and-productivity-applications/workflow-microsoft-teams-assisted-troubleshooting/usage-guide-microsoft-teams-assisted-troubleshooting.md)
* [Manage Workflows](/platform/user-guide/workflows/managing-workflows.md)
* [Manage Campaigns](/platform/user-guide/campaigns/managing-campaigns.md)
* [Manage Remote Actions](/platform/user-guide/remote-actions/getting-started-with-remote-actions/managing-remote-actions.md)
---
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