Configuration guide: Microsoft Teams assisted troubleshooting

Prerequisites

This library pack contains content from the following required expansion products:

Some of these products offer default access to their respective content and can still be used without expansion products.

To learn more about default thresholds for expansion products, visit the extended documentation.

Included content and dependencies

This library pack contains the following content and dependencies:

Content type
Name
Description
Dependencies

Microsoft Teams assisted troubleshooting

Orchestrate the troubleshooting of Microsoft Teams client.

none

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

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

Adapt these suggested configuration steps to edit and customize content according to your organizational needs.

Follow these steps to install and configure content:

Step 1 - Configure remote actions

  1. From the main menu, navigate to the Remote Actions > Manage remote action 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

  • CampaignId: reinstall_msteams_invoke

  • OperationCompletedCampaignId: reinstall_msteams_completed

  • InstallerDownloadURL: Direct URL to the Microsoft Teams (Windows) installer file

Reinstall Microsoft Teams macOS

Trigger: Workflow

  • OperationCompletedCampaignId: reinstall_msteams_completed

  • CampaignId: reinstall_msteams_invoke

Clear Microsoft Teams cache

Trigger: Workflow

  • campaign_id: close_msteams_invoke

  • operation_completed_campaign_id: close_msteams_completed

Get network speed

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 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 is essential for enabling API calls.

  1. From the main menu, navigate to the Administration > Connector credentials 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.

Connector credential.png

After configuring the connector credential for the ITSM API:

  1. 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 must be passed to this workflow to track the progress and results of the workflow.


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