Microsoft Teams Integration Errors

In this guide we will cover:

- Steps to Troubleshoot Teams Errors

Related Guides:

When configuring the Teams integration, you may sometimes see error messages when attempting to import or connect. This guide will cover how to troubleshoot the most common ones.

If you have any issues with Teams following this guide, please contact support for further assistance.

Error (A-Z)	Relevant To	Solution
error: invalid_request error_description: The specified 'redirect_uri' parameter is not valid for this client application.	Embedding the Self-Service Portal in Teams	Check if the redirect URIs have been added to the "nhd_identity_application" table via a report. If missing, a set of API POSTs should be made. You will need to make two POSTs to the /control endpoint. The first POST will need to change your portal URL field (this can just be adding an extra character on the end). The secondary POST will change the URL back to your original URL. If you are unsure how to do this, contact support and they can complete this for you.
Failed to create chat - BadRequest - Chat topic contains invalid Character: 'X'.	Using the "Create Microsoft Teams Chat" button on a ticket	The specified special character cannot be included in the message. Retry sending the message without this.
Failed to create chat - Forbidden - Failed to get licence information for the user. Ensure user has a valid Office365 licence assigned to them.	Using the "Create Microsoft Teams Chat" button on a ticket	Ensure the app registration has the correct permissions granted, and re-authorise the integration to use these.
Failed to create Ticket. Please try again.	Creating tickets from the TeamsBot	Ensure the ticket type being created is accessible to the agent using the TeamsBot, and that no client/user, etc. has been restricted either.
Failed to retrieve Halo token - Agent not found with Azure OID X. Please ensure an agent exists with this Azure object ID and that they have previously logged into Halo.	Logging into the TeamsBot, or creating tickets from the TeamsBot	Ensure agents have been imported from a Microsoft integration (i.e. Entra), and they have an AD object set again them. The Microsoft user with that same AD object should be using the TeamsBot, so Halo knows which agent is completing the action.
Failed to retrieve Halo token - Failed to validate token - IDX10205: Issuer validation failed. Issuer: 'X'. Did not match: validationParameters.ValidIssuer: 'null' or validationParameters.ValidIssuer: 'X, X or validationParameters.ConfigurationManager.CurrentConfiguration.Issuer: 'Null'. For more details, see https://aka.ms/IdentityModel/issuer-validation.	Logging into the TeamsBot, or creating tickets from the TeamsBot	Ensure the tenant set in the "Allowed Tenants" field in the Teams integration matches the tenant used to deploy the TeamsBot
Failed to retrieve Halo token - You do not have access to this application.	Logging into the TeamsBot, or creating tickets from the TeamsBot	Ensure agents have been imported from a Microsoft integration (i.e. Entra), and they have an AD object set again them. The Microsoft user with that same AD object should be using the TeamsBot, so Halo knows which agent is completing the action.
Failed to retrieve shift - NotFound - {"error":{"code":"NotFound","message":"We couldn't find the team or you might not have access to it. Contact your IT admin.","details":[],"innererror":{"code":"TeamNotFound"}}}	Importing shifts	Ensure the relevant permissions outlined in the setup guide are granted in Azure, and that the account used to authorise has access to the teams being added to the shift.
You must be connected to your Halo instance to use this functionality	Logging into the TeamsBot, or creating tickets from the TeamsBot	Ensure the app has been uploaded to your organisation's app catalogue in Teams, and that access has been allowed and connected to within Halo.