ServiceNow for Microsoft Teams Chat (VA) Stopped Responding After One Day

[Gene Lawhun]

Have a ServiceNow to Teams integration issue that I'm wondering if anyone has seen this before. We updated all the plugins and went through the Install Azure Apps from within ServiceNow and got everything setup yesterday. We switched the Teams app from Now Virtual Agent to ServiceNow for Microsoft Teams (see image below) like the documentation stated. I was able to successfully chat with our VA that we have configured from within Teams. Everything worked great. A couple of us were able to test successfully.

Then this morning chat is just unresponsive for everyone. Does absolutely nothing. The wake words are just not working (unless I'm not doing it right). If you click on the Employee Center tab it works as it should and recognizes me and logs me in. We just can't get the Chat (VA) to wake up. VA works in the Service Portal okay.

Scouring everywhere for any information but haven't been successful yet. I did find a cool tool that is used within VA that will walk through the integration setup and try find issues: Conversational Interfaces Diagnostic Tool workflow https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/conversational-inte...

Any insights would be greatly appreciated.

Thank you.

[Jack Gunderson]

Hi Gene, any chance you ever figured this out?

[Gene2]

What I ended up doing was comparing the generated manifest to see what chat bot it was referring to and then looked inside of Teams admin at what chat bot was active.  It quit working when I deactivated Now Virtual agent and then activated ServiceNow for Teams chat bot.  Even though the documentation said to do this. 

I think we were very unlucky and were implementing this as ServiceNow was literally updating all their plugins to new major version.  We literally scrapped everything in our Test instance and started over in our UAT instance and the set up was totally different.

But matching up the right chat bot with the manifest was key.  Once we disabled the wrong one and re-enabled the right one it started working again.

[Jack Gunderson]

Thanks, I'll look into this. We had success with the Now Virtual Agent bot running through the servicenow for MS Teams app for about 2 months and it all the sudden went radio silent on us. 

[Siddarth2]

I would check the logs and sys_outbound_http_log for response from MSTeams.

Based on the error I would dig further.

most common issue is, if the credentials are expired.