Troubleshooting Microsoft 365 support integration with ServiceNow
| # | Problem | Diagnostics action |
|---|---|---|
| 1 | Can’t see Microsoft 365 support tab | Verify the current view and System Logs > All with filter x_mioms_m365_assit |
| 2 | Select Microsoft recommended solutions but get error "Please contact your ServiceNow admin and ask them to complete the setup steps for the app." | Check the error message on top of the form and System Logs > All with filter x_mioms_m365_assit |
| 3 | Select Microsoft recommended solutions but get error "Please contact your ServiceNow admin and ask them to complete the final set up step for the app." | Check the error message on top of the form and System Logs > All with filter x_mioms_m365_assit |
| 4 | Type the problem in search box and select Microsoft recommended solutions but get error "Please contact your ServiceNow admin and ask them to complete the setup steps for the app." | Check the error message on top of the form and System Logs > All with filter x_mioms_m365_assit |
| 5 | Type problem in search box and select Microsoft recommended solutions but get error "Please contact your ServiceNow admin and ask them to complete the final set up step for the app." | Check the error message on top of the form and System Logs > All with filter x_mioms_m365_assit |
| 6 | Select Contact Microsoft support, but get the error "Please contact your ServiceNow admin and ask them to complete the setup steps for the app." | Check the error message on top of the form and System Logs > All with filter x_mioms_m365_assit |
| 7 | Select Contact Microsoft support, but get the error "Please contact your ServiceNow admin and ask them to complete the final set up step for the app." | Check the error message on top of the form and System Logs > All with filter x_mioms_m365_assit |
| 8 | Select Contact Microsoft support but get the error "{EmailAddress} is not a valid Microsoft 365 admin account. You need Microsoft 365 admin privileges to open a service request. In the app, link the admin account." | Check the error message on top of the form and System Logs > All with filter x_mioms_m365_assit |
| 9 | Select Microsoft recommended solutions but nothing shows up | Check System Logs – Outbound HTTP logs with filter login.microsoftonline.com and connector.rave.microsoft.com |
| 10 | Select Microsoft recommended solutions but get error "Please contact app support." | Check the error message on top of the form and System Logs > All with filter x_mioms_m365_assit |
| 11 | Type problem in search box and select Microsoft recommended solutions but nothing shows up | Check System Logs – Outbound HTTP logs with filter login.microsoftonline.com and connector.rave.microsoft.com |
| 12 | Type problem in search box and select Microsoft recommended solutions but get error "Please contact app support." | Check the error message on top of the form and System Logs > All with filter x_mioms_m365_assit |
| 13 | User selects Contact Microsoft support, but nothing happens | Check System Logs – Outbound HTTP logs with filter login.microsoftonline.com and connector.rave.microsoft.com |
| 14 | Can’t see Microsoft recommended solution after reopening the incident | Check System Logs > All with filter x_mioms_m365_assit |
| 15 | Can’t see Microsoft cases when reopening the incident that was transferred to Microsoft support | Check System Logs > All with filter x_mioms_m365_assit |
| 16 | Can’t save ticket details, get error "Unable to save ticket details. Please contact App support." | Check the error message on top of form |
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