Virtual agent notification not being delivered on MS teams to specific users

[Diogo Almeida1]

Hello,

We are currently implementing VA notifications on MS Teams and although we have been successful so far, a couple of users are not receiving the notifications. They are basic non-actionable notifications and when they fail to be sent we receive an extensive error in the provider logs that start with:

Unable to send notification to recipient : sys_user:1929e5c91b0169100646a64fad4bcb6d: null...

Any ideas on how to fix this? I have tried unsubscribing and subscribing from the notifications with one of the users on teams but it did not solve the issue.

KR,

Diogo.

[Ratnakar7]

Hi @Diogo Almeida1 ,

There are a few potential causes and troubleshooting steps you can try:

1. Verify User Profiles: Ensure that the affected users have the necessary user profiles and roles assigned. Check if they have the required roles for receiving notifications and if their user profiles are properly configured for Microsoft Teams integration.

2. Check User Subscriptions: Validate that the affected users are correctly subscribed to the notifications they should be receiving. In the ServiceNow instance, go to "System Notification > Subscription" and confirm that the users are subscribed to the specific notification sources that trigger the Virtual Agent notifications.

3. Validate User Accounts: Ensure that the user accounts for the affected users are active and properly configured. Check if their email addresses and notification preferences are correctly set up in their user profiles.

4. Review Notification Configuration: Double-check the Virtual Agent notification configuration for Microsoft Teams. Ensure that the integration is correctly set up and that the correct endpoint, credentials, and other relevant settings are configured. Verify that the configuration matches the working setup for other users who are receiving the notifications.

5. Check Teams Integration Logs: Review the Microsoft Teams integration logs in ServiceNow to identify any specific errors or exceptions related to the affected users. The logs may provide more detailed information about the reason for the failed notifications.

6. Test with Different Users: If possible, try sending Virtual Agent notifications to different users on Microsoft Teams to see if the issue is specific to the affected users or more widespread. This can help isolate whether the problem is related to individual user configurations or a broader issue with the integration.

Thanks,

Ratnakar

[Diogo Almeida1]

Hi @Ratnakar7 , thank you for your suggestions. I will paste below the answers to the troubleshooting steps:

1. Verify User Profiles: The affected users have the virtual agent notifications working in DEV and after comparing to PROD they have the same roles and user profile, so everything seems to be good in that front.
2. Check User Subscriptions: The users are subscribed to the Teams channel so that's also OK.
3. Validate User Accounts: That also seems to be ok, they have the notifications enabled and their email addresses are correct.
4. Review Notification Configuration: The configuration of the Virtual Agent in PROD seems to be ok as well.
5. Check Teams Integration Logs: I tried to follow this knowledge article from support (https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1214802) but didn't find any error messages related to VA aside from the one I posted initially, although on its own that error message doesn't tell me much.
6. Test with Different Users: As mentioned in the initial post, this is in fact a user specific issue. Some users can receive the VA notifications through teams while others don't (which results in the error message from the provider logs that I posted in the initial post).

I think that answers all the troubleshooting steps, are there any other steps I may try to get this to work?

Thank you for your help,

Diogo.

[Sanny007]

@Diogo Almeida1 Were you able to find the root cause/fix for this? I'm getting same error for slack

[Diogo Almeida1]

Hello @Sanny007, unfortunately we didn't. We ended up raising a case with ServiceNow as we were having some other issues with VA as well and they asked us to delete some tables on our end for them to be reinstantiated. That did not seem to solve the issue and we went back and forth trying to make it work until it suddenly did. I'd suggest raising a case with ServiceNow Support on this.