Cannot open links (ticket or knowledge links) in Conversational Integration with Microsoft Teams (Now Virtual Agent App) with Virtual Agent Lite.

[Anders Godstad]

Hi,

We are trying to implement Conversational Integration with Microsoft Teams for our customer. The customer currently only has Virtual Agent Lite.

Everything regarding Conversational Integration with Microsoft Teams has been setup and configured (Install application, perfom the "Messaging Apps Integration", and added the app to each user in teams). The ServiceNow instance is connected to a Microsoft 365 Developer account.

The Now Virtual Agent app is present for all users, and the app is working except for links. Clicking ticket or knowledge article links only opens an empty pop-up square and nothing else happens.

Example:

Clicking "Go to Incident" then opens this square:

This is one of the URLs that are used: 

Any help would be appreciated 🙂

[CF3]

I am also having this issue. Have you had any luck with resolving this?

[Anders Godstad · Accepted solution]

Hello, sorry for the delayed response!

Yes, I found a solution for this issue. It was a known issue from ServiceNow, which provided a workaround for this.

The issue is related to the issue of opening links within Teams as popups. Since there is an issue with the popups at the moment, we simply disable the System Property used to enable these:

1. Navigate to the System Properties table (type "sys_properties.list" in navigator)
2. Search for and open the "sn_va_teams.view_non_video_msft_task_module" record in the Name column.
3. Set the system property value to "False".

Following these steps should resolve your issue.



Answer provided by SNOW:



I hope this helped! 🙂

[CF3]

That worked perfectly, thanks so much! 🙂

[Wardma]

@Victor Chen has this since been rectified? I am experiencing this issue also within teams where in I receive a notification on an update to an incident or ritm but when clicking the link to go to any of the two items it doesn't actually do anything.