General
We’re experiencing sync issues; what’s up?
The Coconut<>Teams integration uses the UPN (UserPrincipalName) from Microsoft® Teams to sync between systems. In some cases, Microsoft® Teams creates an alias or primary email that is different from the UPN. If, during initial setup, your organization opted to sync based on staff email address, and the alias is used in Coconut as the staff’s email address, the integration will not sync.
This issue can be resolved by updating the staff’s email address, or disconnecting the integration and re-connecting using staff username instead of email during the setup process.
If you recently made changes in Microsoft® Teams or another Microsoft app to the UPN, you can refresh the sync to resolve the issue.
Update staff email address
To update the staff’s email address:
From the navigation menu, click Staff
Navigate to the desired staff member, and click the more actions (⋮) icon
Click Edit
Enter the email address that corresponds to the Microsoft UPN for that user
Click Save
This update will trigger a resync for the user.
NOTE: Staff email addresses can also be bulk updated via the Import/Export tool or the B2B API - these update methods will also trigger a resync for the updated users.
Choosing the correct field containing the Microsoft UPN
If the integration was set up, and the wrong field containing the UPN was selected, the issue can be resolved by disconnecting the integration and re-connecting using the correct field (staff username or staff email) during the setup process.
To do this, follow the steps in these articles to Disconnect and Reconnect, making sure to select the field in Coconut that contains the Microsoft UPN.
Reauthorize the integration
If you recently made changes in Microsoft® Teams or another Microsoft app to the UPN, you can reauthorize the integration to resolve the issue.
Follow the steps in this article to Reauthorize the integration.
Why does our integration keep getting disconnected?
The most likely reason for the integration to disconnect is if the user account that authorized the integration has its password changed, or if that account is set up to require Multi Factor Authentication.
Coconut recommends creating a separate “service account” for the specific purpose of setting up the integration. A service account is a dedicated user account used for automated processes or integrations rather than personal user access.
Once the service account is created, the email address from this account can be used to complete setup. The service account requires admin permissions at the time of setup. It can be downgraded to a regular user once setup is complete, however, admin permissions will be required on the account in the future if any disconnecting and reconnecting of the integration is required. The service account should be excluded from the MFA and conditional access policies.
Why is the email address for the setup account appearing as a participant in meetings?
It is expected that the email address that is used to set up the integration will be included as a participant in meetings when viewed in Microsoft® Teams
Coconut recommends creating a service account for the specific purpose of setting up the integration, using the instructions above. This removes confusion that the service account is an actual meeting participant, since the email associated will not match up with a real user’s email.