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). Please refer to this dedicated workflow to check the compliance of older Teams clients, now called Microsoft Teams Classic.

Overview

As a vital collaboration tool, productivity and satisfaction are critically impacted when Microsoft Teams does not work as intended. This is often due to common L1-level compliance issues: presence, versioning, or incorrect configurations. Regardless of any detected issues, 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 severe problems.

Changelog

V1.0.0.0 - Initial Release

Dependencies

To use this flow, the following content must be installed in 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, refer to the Designer documentation.

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, refer to the Campaigns documentation. For campaigns in workflows, refer to the Designer documentation.

Configuration

ITSM API connector credentials

The configuration of connector credentials is essential for enabling API calls. Each Service/API thinklet has a dropdown field for credentials that must 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.

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.

Remote action and campaign configuration

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

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 run manually to ensure client fixes can be submitted quickly. However, it can be configured to run on a schedule.

When configuring the scheduler, Nexthink recommends 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.

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 the installation succeeded.
- If MS Teams is now present, then the workflow terminates.
- If MS Teams is still not installed, there is clearly a problem with the device, so an ITSM ticket is logged for further investigation.