officedev / microsoft-teams-apps-remotesupport

Search & report incidents, and connect with specialists immediately

page_type	languages	products	description	urlFragment
sample	csharp	office-teams	Microsoft Teams bot and messaging extension to search & report incidents and connect with specialists immediately	microsoft-teams-apps-remotesupport

Remote Support App Template

Documentation	Deployment guide	Architecture

Most organizations have a team of remote individuals providing support to employees across the organization often distributed geographically. Support and collaboration in such instances is often ad-hoc, sub-optimal and inefficient. Common incumbent solutions include shared email-inbox where employees send in requests; a SharePoint site where requests are submitted; calling a dedicated helpline, email or chat based messaging systems with a dedicated point person etc.

Remote Support bot provides all end users (internal users seeking help from a central team) an easy interface (bot) right within Microsoft Teams to:

• Submit requests for support
• Edit/withdraw requests
• Notify end users about the status of their request
• Escalate to a group chat that connects them immediately with an expert allowing real time video/screen-sharing ability
• Route incoming requests in real-time to a specific/Teams channel which allows the members of the channel an easy interface (a bot within their teams/channel) to:
• See in real-time all incoming requests with associated details
• Start an instant chat or video call with the requester
• Receive and act upon an incoming Teams group chat from the remote requester
• Manage incoming requests within the central team (lightweight ticketing)
• Manage the list of experts who will be on-call to receive incoming Teams group chat requests

Legal notice

This app template is provided under the MIT License terms. In addition to these terms, by using this app template you agree to the following:

• You, not Microsoft, will license the use of your app to users or organization.

• This app template is not intended to substitute your own regulatory due diligence or make you or your app compliant with respect to any applicable regulations, including but not limited to privacy, healthcare, employment, or financial regulations.

• You are responsible for complying with all applicable privacy and security regulations including those related to use, collection and handling of any personal data by your app. This includes complying with all internal privacy and security policies of your organization if your app is developed to be sideloaded internally within your organization. Where applicable, you may be responsible for data related incidents or data subject requests for data collected through your app.

• Any trademarks or registered trademarks of Microsoft in the United States and/or other countries and logos included in this repository are the property of Microsoft, and the license for this project does not grant you rights to use any Microsoft names, logos or trademarks outside of this repository. Microsoft’s general trademark guidelines can be found here.

• If the app template enables access to any Microsoft Internet-based services (e.g., Office365), use of those services will be subject to the separately-provided terms of use. In such cases, Microsoft may collect telemetry data related to app template usage and operation. Use and handling of telemetry data will be performed in accordance with such terms of use.

• Use of this template does not guarantee acceptance of your app to the Teams app store. To make this app available in the Teams app store, you will have to comply with the submission and validation process, and all associated requirements such as including your own privacy statement and terms of use for your app.

Getting started

Begin with the Solution overview to read about what the app does and how it works.

When you're ready to try out Remote Support bot, or to use it in your own organization, follow the steps in the Deployment guide.

Contributing

This project welcomes contributions and suggestions. Most contributions require you to agree to a Contributor License Agreement (CLA) declaring that you have the right to, and actually do, grant us the rights to use your contribution. For details, visit https://cla.opensource.microsoft.com.

When you submit a pull request, a CLA bot will automatically determine whether you need to provide a CLA and decorate the PR appropriately (e.g., status check, comment). Simply follow the instructions provided by the bot. You will only need to do this once across all repos using our CLA.

This project has adopted the Microsoft Open Source Code of Conduct. For more information see the Code of Conduct FAQ or contact [email protected] with any additional questions or comments.

microsoft-teams-apps-remotesupport's Issues

SMEuser not receiving the ticket details

I've just copied the correct team id, but I still receive the message "this bot has not been added for this team". The user works handsomely, but the problem is with the expert. Any help will be appreciated.

Manifest Error when uploading custom app

Good Day ,

I receive the following error when trying to upload the custom App in teams.

"Manifest parsing failed"

recreated the app and still facing the same issue any ideas what it can be ?

Translation of the APP into the native language

Hello, if I want to translate this APP I will adapt the text in the "Strings.resx" file. But how do I proceed then? How do I then compile this up to Azure?

greetings

Manifest Parsing has failed error

Hi all,

When I upload the custom app in Teams I get an 'Manifest Parsing failed' error : Error while reading manifest.json
Please guide me through this setup process and get me through this error. Im stuck. I need to add that app into Teams. All the urls are in case sensitive(lower case)

Have uploaded the .ZIP package. Do find and let me know if errors present.

Test.zip
Thanks alot!

Deployment guide issue

Following the Wiki's Deployment Guide, the step including "Deploy to Azure" button here results in the following error:

Custom deployment error in the ARM template

Hi, while deploying the ARM template, i am getting below error.
There was an error downloading the template from URI 'https://raw.githubusercontent.com/OfficeDev/microsoft-teams-apps-remotesupport/master/Deployment/azuredeploy.json'. Ensure that the template is publicly accessible and that the publisher has enabled CORS policy on the endpoint. To deploy this template, download the template manually and paste the contents in the 'Build your own template in the editor' option below.

Alert for new messages

I have tested this in our organisation but have found that I need to have the team that is connected to the support open in order to see if there is a new support question. i.e. there is no notification of new requests. Is this correct or is there something that I am doing incorrectly? In addition to this is there a way to filter on open requests only for the support team?

Invalid Tenant detected

After following the deployment steps and installing the expert Remote Support App the the team. When I click on Current on-call team, I get the 'Invalid tenant detected' error

[Doc-change] Permission policies leading to bot not responding

Uploaded user app and expert app to app catalogue.
Two permission policies are created:
For experts:
Category: Allow specific apps and block others
Added user app and expert app into allowed list.

As both apps are in allowed list, app is working fine.

For Users:
Category: Allow specific apps and block others
Added user app only into allowed list

Bot is blocked and is not responding to users. Because user app and expert app are referring to same bot id.
Documentation change to avoid this issue will help.

Work around:
Side load expert app to experts team.
And create app permission policy with user app allowed.

Escalate to a group chat

The documentation says i should be able to
"Escalate to a group chat that connects them immediately with an expert allowing real time video/screen-sharing ability". I see where the experts can chat on an issue but how is it that a requestor can escalate to a group chat and get connected with an expert. How is this done? TIA

Unable to reach app

I am getting an error of "unable to reach app" after installing the app to Teams. Everything deployed in Azure successfully, we're just stuck here at this point.

Please advise how to migrate this project from 1 AAD tenant to another.

The most important part is there are lots of records on the Azure Storage account. Is it possible to move the whole project from 1 AAD tenant to another?

Failed in the operation of implementation

Hello,

I was performing the deployment of said application, but I received this error in the deployment of "Deploy to azure".
error: The resource operation completed with terminal provisioning state 'Failed'.

I would like to validate if it is an unusual error or what could I do to solve it?

Request Assignment is not working

The request is assigned to User F but the messaging extension app shows under Assigned "We didn't find any matches".
Why is this so?

Number of resources the Custom Deployment should create

I deployed the app and it created 6 resources. In the deploy guide it shows 7 resources created. In the deployment output: there is no output for configuration app url. Only get botId and appDomain in the output.

Additionally: the guide says to create 2 app registrations, but it never does say when and where to use the configuration app registration info.
Any help?

Manage list of experts on call not working as expected

I cant seem to manage the list of experts on call. I can click history which shows no history as expected but when i click manage i just get what looks like an empty task module window. I can create issues just fine. No deployment errors. thanks in advance.

Installation Error

I tried installing this bot into our UK South subscription last week and it failed with a series of 4 related errors:

"Update Web App Source Control Configuration","Failed","Administrative","Error"... ,"Microsoft.Web/sites/sourcecontrols",..."Update Web App Source Control

Before the script reports a failed deployment. This looks to be something to do with configuring the bot to talk to github?

I'm suspecting this may be a permissions issue - We have various resources in our tenancy spread across several subscriptions, and I was elevated with PIM in the subscription the destinations resource group was in, but I wouldn't have had any write permisison into, say, azure AD or any of our keyvaults at that time.

Any suggestions as to what I can do to investigate this error more thoroughly would be welcome.

"AssignedOn" field is not implemented in the code also for "ClosedOn" used string data type instead of DateTimeOffset

Hello Team,
As per storage account details from TicketDetail Table "AssignedOn" field is not implemented in the code.
Also, for the "ClosedOn" property used string data type instead of DateTimeOffset and its storing wrong value. (Screenshot2)

Screenshot1 -

Screenshot2 -

Reference - https://github.com/OfficeDev/microsoft-teams-apps-remotesupport/wiki/Data-Stores

Message not getting to experts group

I was able to follow the deployment guide very well. Unfortunately the the message sent from the end user can't get to the expert team. Am the only one having this issue?

Unable to reach app

After following the deployment guide, I am able to load the applications into Teams, however when I try to use the applications, the bots are unresponsive. This is the error I am getting: