Now Virtual Agent is not responding in MS Teams since pointing to another instance ***PLEASE HELP!!!***

[Still Learning]

Hello SN Community,

We have integrated MS teams to use Virtual Agent, but after configuring a second instance to use MS Teams (and overriding the original instance) we are no longer getting a response from the Now Virtual Agent chat bot in MS Teams. 

The steps followed to point teams to the new instance are attached. The OAuth record is also created in the instance but not recorded in the Word doc. attached.

Can someone please tell me how this can be resolved??

[Yousaf]

Hi Tonya,

Check this link i hope it works for you 
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0829977

Mark Correct or Helpful if it helps.

Thanks,
Yousaf

[Still Learning]

Thank you so much for your response Yousaf!! It was extremely helpful.  I removed the records in sys_cs_client_adapter.list and flushed the cache on the instance, and unfortunately it did not work.  Do you know what else the issue could be?

[Yousaf]

Tonya nothing in my mind right now that what could be the issue here but I am trying to find if I found something i will let you know here right away.

[Yousaf · Accepted solution]

Found this i will put in the link for that community question below for futher details.

"I had same issue and it fixed, you need to register the instance in Azure portal.

1. https://docs.servicenow.com/bundle/sandiego-employee-service-management/page/product/sn-teams/task/se...

2. https://docs.servicenow.com/bundle/sandiego-employee-service-management/page/product/sn-teams/task/a...

In ServiceNow below has to be performed, I belive you have already done this so ignore this step. 

3. https://docs.servicenow.com/bundle/sandiego-employee-service-management/page/product/sn-teams/task/i...

Post this is done, it should work, "

Community Link : https://community.servicenow.com/community?id=community_question&sys_id=a6cc78d4dbdfe81011762183ca96...