Unable to integrate Virtual Agent with MS Teams

Still Learning · ‎04-11-2023

Hello Experts,
I need to add a test tenant to one of our sub-prod instances to test Virtual Agent, but am getting an error when trying to connect the tenant that does not allow me to. The instance was recently upgraded to Tokyo from San Diego (not sure if that matters) and previously was only connected to our production tenant. Can someone please help me work past this issue. The error message is below:

It seems that I have both tenants installed but I can't see the details of them, nor do I have the 'configure' button. Any assistance is greatly appreciated!!

Still Learning · ‎04-25-2023

To close this out. I identified the issue that happened with the upgrade to Tokyo. When the instance was upgraded, the message auth record was wiped in the Provider Channel Identity record. To resolve this follow the steps outlined below:

1. Navigate to the Provider Channel Identity table (sys_cs_provider_application.list)

2. Open the record in that table (there should not be duplicates)

3. You will see that the Message auth field is blank

4. Click on the search icon and select the corresponding message auth record - it should contain the same tenant id as the provider channel identity record.

5. Save the channel provider identity record with the correct message auth field updated.

View solution in original post

Raguram1 · ‎04-11-2023

if you want to override tenant you can enable this property sn_va_teams.enable_va_override

not sure why "see details" is disabled. but you can navigate to sys_cs_provider_application_list.do and see all installed tenants.

if you want to uninstall the tenant using background script

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1002407

Still Learning · ‎04-11-2023

@Raguram1 Thank you so much for your reply and suggestions!! I have the system property you've suggested enabled and I can see both tenants when I look at the provider channel identities table. It seems that I am connected to the test tenant where I want to be, but when I open Teams in the test tenant, the Now Virtual Agent bot does not respond. There are no other instructions after those that are mentioned in the docs site to integrate an additional tenant (https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/virtual-agent/task/conf...) ... Can you please tell me what I'm missing?

Raguram1 · ‎04-12-2023

need to check the environment to understand what is going wrong.

Still Learning · ‎04-12-2023

@Raguram1 Thank you again for your reply. To give you a bit of background, we have used virtual agent since the Rome release. However, we recently upgraded our lower instances to Tokyo and I was asked to configure their test tenant to include virtual agent so that they could do some pre-testing in Tokyo. I didn't make any changes to the instance aside from creating a new app registry (OIDC record) to map the bot I created in Teams to the instance. Do you know if there is anything else that needs to be done to integrate a new tenant for virtual agent? If you have any documentation on it, can you please send it to me? Thank you again for all of your help with this!