Resolving Incorrect Deep-Link URLs from ServiceNow’s Start Microsoft Teams Chat Action

ServiceNow and Microsoft Teams Integration Faces Link Generation Issue

New York,NY – January 28,2026 – A technical glitch is impacting the seamless integration between ServiceNow and Microsoft Teams,causing issues with the generation of deep links intended to initiate chats. The problem centers on the “Start Microsoft Teams Chat” User Interface Action within ServiceNow, a feature designed to streamline dialog and collaboration.

The core of the Problem: Broken Links

Currently, when a user attempts to initiate a Microsoft Teams chat directly from ServiceNow using the designated User Interface Action, ServiceNow successfully generates a link. However, this link isn’t functioning as intended, preventing users from connecting to the intended chat. This impacts the workflow for teams relying on this integration for quick access to communication channels.

understanding Deep Links and Their Importance

Deep links are Uniform Resource Locators (URLs) that take users directly to a specific location within an request,bypassing the need to navigate through multiple screens. In this case, a properly functioning deep link should launch microsoft Teams and automatically open a chat with the designated recipient. This integration is commonly used in customer service scenarios, where agents need to quickly connect with specialists or escalate issues to specific Teams channels.

Impact on Collaboration and Workflow

This issue disrupts established workflows that depend on the ServiceNow-Teams connection. Without a working deep link, users must manually search for contacts or channels within Microsoft Teams, adding extra steps and potentially delaying critical communication. The problem affects responsiveness and efficiency, especially in time-sensitive situations.

How the Integration Works – and Where it Fails

ServiceNow is designed to pass relevant context to the Teams chat through the deep link. This allows for a more informed conversation, with details from the ServiceNow record readily available within the Teams interface. However,the current link structure is failing to correctly initiate this process. According to industry experts, a similar issue occurred in late 2023, highlighting the ongoing challenges of maintaining smooth integration between complex enterprise systems. Gartner’s research on the digital workplace consistently emphasizes the importance of seamless application integration.

Troubleshooting and Potential Workarounds

While a permanent fix is under development, users might explore temporary workarounds, such as manually creating the Teams link or using choice communication channels. ServiceNow support channels are currently addressing the issue, and updates are expected in the coming weeks.

Feature	Expected Behavior	Current Behavior
ServiceNow UI action	Generates functional Teams deep link.	generates non-functional Teams deep link.
Deep Link Functionality	Launches Teams & opens specified chat.	Fails to launch Teams or open chat.
workflow impact	Streamlined, quick communication.	Disrupted, requires manual steps.

The frequent need for application integrations underscores the importance of robust testing and continuous monitoring. As companies increasingly adopt cloud-based services, ensuring interoperability between platforms becomes paramount.

Do you rely on the ServiceNow-Teams integration for your daily workflow? How might this disruption impact your team’s productivity?

Share your experiences and thoughts in the comments below or on social media!

What causes incorrect deep‑link URLs when using ServiceNow’s Start Microsoft Teams Chat action?

Resolving Incorrect Deep-Link URLs from ServiceNow’s Start Microsoft Teams Chat Action

ServiceNow’s integration with Microsoft Teams is a powerful tool for streamlining incident resolution and collaboration. However, a common frustration arises when the “Start Microsoft Teams Chat” action generates incorrect deep-link URLs, leading users to frustrating experiences instead of a direct chat with the assigned support agent. This article dives into the root causes of these issues and provides practical solutions to ensure seamless Teams integration.

Understanding the Problem: Why Deep Links Fail

Incorrect deep-link URLs typically manifest in a few ways:

* Chat Doesn’t Initiate: Clicking the link does nothing, or displays an error message within Teams.

* Chat Starts with the Wrong user: The chat opens, but with someone other than the intended support agent.

* Generic teams Window Opens: rather of a direct chat, the link opens a general Teams window, requiring manual searching for the correct person.

These problems frequently enough stem from misconfigurations within ServiceNow, issues with Microsoft Teams settings, or a combination of both.The underlying issue frequently relates to how ServiceNow passes user identifiers to Teams. Event ID 10016, often seen in Windows event logs, can sometimes be a related symptom, indicating issues with component registration – though not directly causing the Teams link problem, it can point to broader system instability impacting integrations.

Identifying the Root cause

Before diving into fixes, pinpointing the source of the problem is crucial. Consider these areas:

1. ServiceNow User synchronization: Is the u_msft_teams_user_id field (or your equivalent field mapping Teams user IDs) populated correctly in the ServiceNow user table (sys_user)? This field is the linchpin for accurate user identification.Ensure synchronization is running smoothly and that user ids are consistently matched between ServiceNow and Microsoft Teams.
2. Microsoft Teams Configuration: Verify that Teams is configured to allow external applications (like ServiceNow) to initiate chats. Check Teams admin policies for any restrictions.
3. ServiceNow MID Server: If you’re using a MID Server for interaction between ServiceNow and Teams, ensure it’s functioning correctly and has the necessary permissions. Connectivity issues with the MID Server can disrupt the URL generation process.
4. URL Encoding: Incorrect URL encoding can corrupt the deep-link URL. ServiceNow should handle this automatically, but it’s worth investigating if custom scripting is involved.
5. User Principal Name (UPN) vs. Email Address: Teams frequently enough relies on the UPN (e.g., [email protected]) rather than just the email address. Ensure ServiceNow is using the correct identifier when constructing the URL.

Practical Solutions: Fixing the Deep Links

here’s a step-by-step guide to resolving incorrect deep-link URLs:

1. verify User ID Mapping:

* Navigate to sys_user in servicenow.

* Locate a user experiencing the issue.

* Confirm the u_msft_teams_user_id field (or your custom field) contains the correct Microsoft Teams user ID. This ID is not the email address. It’s a unique identifier within the Microsoft 365 ecosystem.

* If the ID is missing or incorrect,update it and re-test the Teams chat action.

2. Review and Adjust the Deep Link URL Template:

* In ServiceNow, navigate to System Definition > Script Sections.

* Search for the script section responsible for generating the Teams chat URL. (The exact name may vary depending on your servicenow version and customizations).

* Examine the script to ensure it’s correctly constructing the URL. The URL should follow the Microsoft Teams deep-linking format. A typical format looks like this: https://teams.microsoft.com/l/chat/0/0?users=<TeamsUserID>

* Pay close attention to how the u_msft_teams_user_id field is being used in the URL.

3. MID Server Troubleshooting (if Applicable):

* Check the MID Server status in ServiceNow (System Diagnostics > MID Servers).

* Ensure the MID Server is online and communicating with both ServiceNow and Microsoft Teams.

* Review the MID Server logs for any errors related to Teams integration.

4. Test with Different Users:

* The issue might be specific to certain users. Test the Teams chat action with multiple users to determine if the problem is widespread or isolated.

5. Consider Custom Scripting (If Used):

* If you’ve implemented custom scripting to generate the Teams chat URL, carefully review the code for errors. Ensure the script is handling URL encoding correctly and using the appropriate user identifiers.

6. Microsoft Teams Admin Center Checks:

* Log into the Microsoft Teams Admin Center.

* Verify that messaging policies allow external apps to initiate chats.

* Check for any tenant-wide settings that might be interfering with deep-linking functionality.

Benefits of a Properly Integrated Teams Chat Action

A correctly configured Teams chat action delivers significant benefits:

* Faster Resolution Times: Direct access to support agents accelerates incident resolution.

* Improved Collaboration: Seamless communication fosters better collaboration between IT and end-users.

* Enhanced User Experience: A smooth, frustration-free experience increases user satisfaction.

* Increased Efficiency: Reduces the need for users to manually search for support agents within Teams.

Real-World Example: A Large financial