Videos currently played within the Virtual Agent (VA) are hosted in ServiceNow's db_video table. We previously attempted to configure video playback directly from SharePoint, but the videos failed to display, and we suspect this is due to an authentication issue (SharePoint requires a valid session, which the Teams connector does not appear to propagate). As a workaround, we opted to host the videos within SN (db_video) instead.
The issue is that, with videos hosted in db_video, they cannot be played when the interaction takes place through Microsoft Teams, even though they work correctly in Employee Center.
Is it possible to configure the VA to play videos hosted on a non-public SharePoint (with corporate/internal authentication) in a way that remains consumable through the Teams connector, or is it a hard requirement that the video be hosted in a fully public repository (no authentication) for Teams to render it correctly via Adaptive Cards?
Additional technical context:
- Videos are currently hosted in db_video, working in Employee Center but not in Teams.
- A prior attempt using a non-public SharePoint resulted in the video not displaying, suspected to be caused by an authentication block.
- We'd like to confirm whether there is an alternative that does not require the content to be fully public, or whether this is in fact a platform requirement.
