Configuration guide: Microsoft Teams assisted troubleshooting

The configuration options on this page are only accessible to administrators.

Refer to the Usage guide: Microsoft Teams assisted troubleshooting to use library content as a standard user.

Prerequisites

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

• ​Employee Engagement - Campaigns​

• ​Flow - Workflows

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
Workflows	Microsoft Teams assisted troubleshooting	Orchestrate the troubleshooting of Microsoft Teams client.
Remote actions	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	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:

• Before configuration - Install library pack content from Nexthink Library

• Step 1 - Configure remote action(s)

• Step 2 - Edit campaigns

• Step 3 - Configure ITSM API connector credentials

• Step 4 - Configure global parameters in the workflow

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.

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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RELATED TOPICS

• Workflow: Microsoft Teams assisted troubleshooting

• Usage guide: Microsoft Teams assisted troubleshooting

• Manage Workflows

• Manage Campaigns

• Manage Remote Actions