Who is this guide for?
This guide is for customers who have previously installed the MS teams CybSafe app via zip-upload into the MS teams admin centre and are looking to upgrade to the MS store hosted app (or have attempted to already). The zipfile install was used from July 2023 to May 2024.
❗️If you do not have a prior zip-file loaded app, you do not need to follow the steps below.
App versions
.zip (1.2.0)
.zip with new bot ID (1.2.12)
Marketplace (1.2.3)
Why can’t I just upgrade the app?
The MS teams app has a bot associated with it, and it’s the bot that actually makes the connection between the CybSafe service and end-users. Without the bot and the appropriate permissions, messages cannot be sent to end-users.
The MS teams developer portal allows bots to be shared across multiple apps, and as a result we opted to do this in order to maintain the channel history for users who have installed the original app. Unfortunately, we then discovered that removal of the original zip-file app also removes the permissions associated with the bot, rendering the new app unusable.
We have investigated this and have developed a solution that minimises end-user disruption and allows existing users to be moved to the new app, whilst maintaining the existing channel history, with an end result of only one CybSafe app being installed.
Can a new app be created instead?
In theory, it’s possible for us to create a new MS teams app with a new and unrelated bot ID. However, there would then be two CybSafe apps on the MS team store, and the new app would have to go through the MS approval process (they may not approve it as it would be a duplicate of an existing app). Running two apps longer term creates confusion and adds unnecessary complexity that has the potential to cause issues and problems in the future. Migration to a new bot ID will lose existing channel history.
Steps to upgrade
If the new store-based app is not installed
It’s easiest to fully remove the old app from your MS teams install before re-installing the store-based app. This has the downside that there could be a period of time where you won’t be able to send messages from CybSafe to your users via MS teams.
The steps are as follows:
Uninstall the existing CybSafe app and remove it from all policies in the MS teams admin portal.
Wait for these changes to be picked up by your end-users. Note:
Changes in MS teams app policies can take several days to roll out.
MS teams refreshes apps when it is re-started. So if possible, force a restart across your user base to reduce the time that you need to wait.
Once the app has been fully removed from your MS teams, you can install the store-based app as normal.
If the new store-based app is already installed
These instructions should be followed if you have both apps installed (the zip-file based app and the app from the MS teams store).
The steps are as follows:
Ensure that the you have both apps enabled (i.e. neither app should be blocked by the admin).
Check that messages can be sent from CybSafe to end-users (e.g. by configuring a nudge). If messages can’t be sent, you may need to re-install or unblock the existing zip-file based app in the MS teams admin portal.
Update the existing zip-file based app from the manage apps page in the MS teams admin portal. The new manifest (.zip file) re-associates the old app with a new and unused bot ID.
Find the existing zip-file app by searching for ‘CybSafe’ and check that the version is 1.2.0 or earlier.
Click ‘Upload file’ to upload the new manifest.
Confirm that the version of the app has changed to 1.2.12.
Ensure both app versions are added to an app setup policy.
Go to the app setup policies page, and choose an appropriate policy that applies to all users, e.g. Global (Org-wide default).
Add both CybSafe apps to the Installed apps.
Wait for these changes to be picked up by your end-users. Note:
Changes in MS teams app policies can take several days to roll out.
MS teams refreshes apps when it is re-started. So if possible, force a restart across your user base to reduce the time that you need to wait.
Periodically run a nudge to check that all users can be messages via MS teams. CybSafe support can help provide more details on the errors that we receive from MS teams to help you diagnose any user-specific issues.
Once the update has rolled out, remove the zip-file app. This leaves your end users with one working CybSafe app.
From manage apps, find the CybSafe zip-file app with version 1.2.12
Remove it by clicking Actions, then Delete.
