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service-itsm-teams-debug

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Troubleshoot Microsoft Teams for Employee Service (ITSM)

排查Microsoft Teams for Employee Service (ITSM)故障

When someone reports a Microsoft Teams for Employee Service failure — can't log in, a tab won't load, the feature isn't showing, the Agentforce agent won't reply, swarming or SSO is broken — this skill connects to the org, runs the pass/fail checklist for that specific problem, and reports each setting's actual value plus the exact Setup path to fix any that are wrong. It replaces "check every setting by hand" with a targeted, verified diagnosis.
Every read dispatches through headless-360 (
dispatch_readonly
for queries, 
dispatch
only for the optional swarming-token clear). No org password is needed.
当有人报告Microsoft Teams for Employee Service故障——无法登录、标签无法加载、功能未显示、Agentforce代理无响应、协同排查（swarming）或SSO失效时，该技能会连接到组织，针对特定问题运行通过/失败检查清单，并报告每个设置的实际值以及修复错误设置的确切配置路径。它将“手动检查所有设置”替换为针对性的、经过验证的诊断流程。
所有读取操作均通过headless-360执行（查询使用
dispatch_readonly
，仅在可选的协同排查令牌清除操作中使用
dispatch
）。无需组织密码。

Scope

适用范围

  • In scope: Diagnosing an already-attempted Teams ITSM setup that is failing. Routing the reported symptom to the right checklist and checking the exact settings it requires (CORS, External Client App, feature toggles, PSLs, profile session settings, auth provider, named credentials, messaging channel, Agentforce agent).
  • Out of scope: First-time enablement (use 
    service-itsm-teams-configure
    / 
    -itservice-configure
    / 
    -itdesk-configure
    ), building the embedded agent from scratch (use 
    service-itsm-teams-employee-agent-configure
    ), and non-Teams Salesforce debugging.
Read-only by default. Every check is a 
dispatch_readonly
query — running the full checklist changes nothing. The only state-changing action is the optional swarming OAuth-token clear at the very end, and only with explicit user confirmation.
  • 适用场景： 诊断已尝试配置但出现故障的Teams ITSM设置。将报告的症状路由至对应的检查清单，并检查该场景所需的具体设置（CORS、External Client App、功能开关、PSL、配置文件会话设置、身份验证提供者、命名凭据、消息通道、Agentforce代理）。
  • 不适用场景： 首次启用（请使用
    service-itsm-teams-configure
    / 
    -itservice-configure
    / 
    -itdesk-configure
    ）、从头构建嵌入式代理（请使用
    service-itsm-teams-employee-agent-configure
    ）以及非Teams的Salesforce调试。
默认只读模式。 所有检查均为
dispatch_readonly
查询——运行完整清单不会更改任何内容。唯一会改变状态的操作是在最后可选的协同排查OAuth令牌清除，且仅在用户明确确认后执行。

Step 1 — Identify the problem and collect inputs

步骤1 — 识别问题并收集输入信息

Ask the user for their problem description if not already given. Match it to a checklist using the Feature Map in 
references/configuration-checklists.md
.
Some problems need extra inputs — ask for them up front:
Problem typeExtra input to collect
Generic "login" (no app named)Ask which app — IT Desk or IT Service
IT Desk loginEnd-user's Salesforce username (the person who can't log in)
IT Service loginCCP or UEL user?, then that end-user's Salesforce username
Agentforce not replyingEmployee Experience Site URL
SwarmingEnd-user's username; Azure AD Tenant ID (optional — enables the Azure app check)
SSOAzure AD Tenant ID (optional); optionally which app + end-user username
Do not run the agent-specific checks until you have the mandatory inputs for that checklist (e.g. don't skip asking for the end-user username on a login issue — the per-user checks are 
MANUAL_CHECK_REQUIRED
without it).
如果用户未提供问题描述，请询问其问题详情。使用
references/configuration-checklists.md
中的功能映射表将问题匹配到对应的检查清单。
部分问题需要额外输入信息——请提前询问：
问题类型需要收集的额外信息
通用“登录”问题（未指定应用）询问具体是哪个应用——IT Desk还是IT Service
IT Desk登录问题无法登录的终端用户的Salesforce用户名
IT Service登录问题是CCP还是UEL用户？，然后询问该终端用户的Salesforce用户名
Agentforce无响应员工体验站点URL
协同排查（swarming）问题终端用户的用户名；Azure AD 租户ID（可选——启用Azure应用检查）
SSO问题Azure AD 租户ID（可选）；可选指定应用及终端用户用户名
在获取对应检查清单的必填输入信息前，请勿运行代理特定的检查（例如，登录问题不要跳过询问终端用户用户名——没有该信息时，针对用户的检查将标记为
MANUAL_CHECK_REQUIRED
）。

Step 2 — Route to the checklist

步骤2 — 路由至对应检查清单

Pick the checklist from the Feature Map, then run its checks in order from 
references/configuration-checklists.md
:
SymptomChecklist
IT Desk login
LOGIN_DESK
IT Service login — UEL user
LOGIN_SERVICE_UEL
IT Service login — CCP user
LOGIN_SERVICE_CCP
Generic login (app unknown)
LOGIN
(then ask which app)
Feature not showing / not enabled
MSTEAMS_CORE
Tab won't load (CI Hub, Service Catalog, Employee Enablement, My Assets)
TAB_LOADING
Lightning app not embedding / blank tab
LIGHTNING_OUT
Agentforce agent not replying
AGENTFORCE
Swarming
SWARMING
Single Sign-On
SSO
(+ the app-specific login checklist if an app is named)
When an app is named for an SSO issue, run both the 
SSO
checklist and the matching login checklist (
LOGIN_DESK
/ 
LOGIN_SERVICE_CCP
/ 
LOGIN_SERVICE_UEL
) — skip duplicate checks.
从功能映射表中选择检查清单，然后按顺序运行
references/configuration-checklists.md
中的检查项：
症状检查清单
IT Desk登录
LOGIN_DESK
IT Service登录——UEL用户
LOGIN_SERVICE_UEL
IT Service登录——CCP用户
LOGIN_SERVICE_CCP
通用登录（未知应用）
LOGIN
（随后询问具体应用）
功能未显示/未启用
MSTEAMS_CORE
标签无法加载（CI Hub、服务目录、员工启用、我的资产）
TAB_LOADING
Lightning应用无法嵌入/标签空白
LIGHTNING_OUT
Agentforce代理无响应
AGENTFORCE
协同排查（swarming）
SWARMING
单点登录（SSO）
SSO
（如果指定了应用，需同时运行对应的登录检查清单）
如果SSO问题指定了应用，请同时运行**
SSO
检查清单**和匹配的登录检查清单（
LOGIN_DESK
/ 
LOGIN_SERVICE_CCP
/ 
LOGIN_SERVICE_UEL
）——跳过重复检查项。

Step 3 — Run the checks

步骤3 — 执行检查

Execute each check's query via 
dispatch_readonly
(queries and API fields are spelled out in the reference). Record for each check: a status and the configured value actually read from the org.
StatusRender asMeaning
OK
OKCorrectly configured
MISCONFIGURED
/ 
MISSING
/ 
DISABLED
/ 
ERROR
FAILNeeds fixing — include the exact Setup path from the reference
MANUAL_CHECK_REQUIRED
MANUALNeeds manual verification (or a missing optional input like Tenant ID/username) — never render this as FAIL
通过
dispatch_readonly
执行每个检查项的查询（查询语句和API字段在参考文档中已明确列出）。记录每个检查项的状态和从组织中读取到的配置值。
状态显示为含义
OK
OK配置正确
MISCONFIGURED
/ 
MISSING
/ 
DISABLED
/ 
ERROR
FAIL需要修复——包含参考文档中的确切配置路径
MANUAL_CHECK_REQUIRED
MANUAL需要手动验证（或缺少可选输入信息，如租户ID/用户名）——切勿标记为FAIL

Step 4 — Report

步骤4 — 生成报告

Render a table with all four columns — 
#
, 
Check
, 
Status
, 
Configured Value
 (never omit the configured value), plus an 
Action Required
note carrying the remediation for any failed check. End with a one-line summary: 
N passed | N failed | N require manual verification
.
  • All passed: tell the user the Salesforce backend is correctly configured; if the problem persists, reload the Teams app (⋯ on the IT Desk/IT Service app → Reload app).
  • Any failed: don't add the reload note — the per-check 
    Action Required
    steps are the fix.
The full report-rendering rules, special-case notes, the example report layout, and the optional swarming OAuth-token clear are in 
references/report-generation.md
.
渲染包含全部四列的表格——
#
、
检查项
、
状态
、
配置值
（切勿省略配置值），并为每个失败的检查项添加
所需操作
说明，包含修复方案。结尾添加一行总结：
N项通过 | N项失败 | N项需手动验证
。
  • 全部通过： 告知用户Salesforce后端配置正确；如果问题仍然存在，请重新加载Teams应用（点击IT Desk/IT Service应用上的**⋯** → 重新加载应用）。
  • 存在失败项： 无需添加重新加载提示——每个检查项的
    所需操作
    步骤即为修复方案。
完整的报告渲染规则、特殊情况说明、示例报告布局以及可选的协同排查OAuth令牌清除操作详情，请查看
references/report-generation.md
。

Gotchas (verified)

注意事项（已验证）

IssueDetail
The Teams ECA DeveloperName is 
ServiceCloudTeamsEca
The External Client App the login checks look for is 
ServiceCloudTeamsEca
. (A per-org packaged instance may surface under a related name such as 
ServiceCloudMSTeamsEca
; match on the ECA that backs the Teams login, and treat a missing app as "turn the feature off and on again.")
"Allow OAuth for employees" is Metadata-API-only for reading, and Setup-UI-only to changeRead via SOAP 
listMetadata(ProfileSessionSetting)
→ 
readMetadata
on the fullName containing 
unified
; field 
allowOauthForEmployees
(
true
=enabled, 
false
=disabled, absent=never configured). It is not on 
Profile
describe and not REST/Tooling-queryable. To set it, use Setup → Profiles → (employee profile) → Session Settings. UEL users only.
CORS check reads 
IsOauthCorsPolicyEnabled
, allowed origins read 
CorsWhitelistEntry.UrlPattern
Both 
https://cdn.scs.static.lightning.force.com
and 
https://teams.cloud.microsoft
must be present.
Feature toggles are read via the FulfillerApp permissions Connect API
GET /connect/it-service/permissions/FulfillerApp
returns the org/user feature flags; a 
FUNCTIONALITY_NOT_ENABLED
error means the 
IServiceItsmTeamsFamily
family is off at the org level.
Agentforce user-verification fields need SOAP v62+
MessagingChannel.embeddedConfig
(
authMode
, 
messagingAuthorizations.*
) is silently omitted by SOAP v60 — use v62+.
Version prefix requiredheadless-360 
dispatch
/
dispatch_readonly
don't resolve API versions — always pass the full 
/services/data/vXX.0/...
prefix.
问题详情
Teams ECA的DeveloperName为
ServiceCloudTeamsEca
登录检查查找的External Client App为
ServiceCloudTeamsEca
。（每个组织的打包实例可能显示为类似
ServiceCloudMSTeamsEca
的相关名称；请匹配支持Teams登录的ECA，如果应用缺失，请“先关闭再重新启用该功能”。）
“Allow OAuth for employees”仅可通过Metadata API读取，仅可通过配置UI修改通过SOAP 
listMetadata(ProfileSessionSetting)
→ 对包含
unified
的fullName执行
readMetadata
读取；字段
allowOauthForEmployees
（
true
=已启用，
false
=已禁用，不存在=从未配置）。该字段不在
Profile
描述中，也无法通过REST/Tooling查询。如需设置，请使用配置界面 → 配置文件 → (员工配置文件) → 会话设置。仅适用于UEL用户。
CORS检查读取
IsOauthCorsPolicyEnabled
，允许的源读取
CorsWhitelistEntry.UrlPattern
必须同时包含
https://cdn.scs.static.lightning.force.com
和
https://teams.cloud.microsoft
。
功能开关通过FulfillerApp权限Connect API读取
GET /connect/it-service/permissions/FulfillerApp
返回组织/用户功能标志；如果返回
FUNCTIONALITY_NOT_ENABLED
错误，说明组织层面未启用
IServiceItsmTeamsFamily
系列功能。
Agentforce用户验证字段需要SOAP v62+SOAP v60会静默省略
MessagingChannel.embeddedConfig
（
authMode
、
messagingAuthorizations.*
）——请使用v62及以上版本。
需要版本前缀headless-360的
dispatch
/
dispatch_readonly
不会解析API版本——请始终传递完整的
/services/data/vXX.0/...
前缀。

Related Skills

相关技能

SkillWhen to use instead
service-itsm-teams-configure
First-time enablement of the base Teams Go page toggle, Azure/Entra app, Named Credential, extension registration
service-itsm-teams-itservice-configure
Completing the IT Service (employee) enablement checklist
service-itsm-teams-itdesk-configure
Completing the IT Desk (fulfiller) enablement checklist + Swarming collaboration tool
service-itsm-teams-employee-agent-configure
Building the embedded Agentforce agent from scratch so it replies in Teams
service-itsm-channels-coordinate
Top-level menu across Teams, Slack, Swarming, Notifications, Portal
技能替代使用场景
service-itsm-teams-configure
首次启用基础Teams Go页面开关、Azure/Entra应用、命名凭据、扩展注册
service-itsm-teams-itservice-configure
完成IT Service（员工）启用检查清单
service-itsm-teams-itdesk-configure
完成IT Desk（处理者）启用检查清单 + 协同排查协作工具配置
service-itsm-teams-employee-agent-configure
从头构建嵌入式Agentforce代理，使其能在Teams中回复消息
service-itsm-channels-coordinate
Teams、Slack、协同排查、通知、门户的顶级菜单