Virtual Agent: SNOW Links will not open in MS Teams ***PLEASE HELP!!***

[Still Learning]

Hello SN Community, 

I have integrated MS Teams Now Virtual Agent into SNOW, and everything is working fine with exception to any links that point back to ServiceNow (such as catalog items or knowledge articles). It seems that in Teams, it adds a preface to each link (please see attached picture) that is preventing the actual link from opening and so it just shows an empty box.  Can someone please tell me where and how to resolve this issue? Is there a place I can add code that returns gs.getproperty('glide.servlet.uri') somewhere? Would that work? If yes, can someone please tell me where I would need to make this modification?  Any help is greatly appreciated!! 

[Yousaf]

Hi Tonya,

Check this i hope it works for you 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0996134

Mark Correct or Helpful if it helps.

[Still Learning]

Hello Yousaf, 

Thank you so much for your reply to my query.  However,  this does not actually resolve my issue.  My issue is that the links within Teams do not open.  They open to an empty box in Teams rather than the service catalog item or the knowledge article. What I get instead is the below picture.  It seems that it's because there is an extra link added on to the ServiceNow link: https://teams.microsoft.com ...https://instancename.service-now.com ... rather than only the ServiceNow link and so it doesn't open.  I followed the steps in the KB article you suggested, but unfortunately it did not resolve the issue.  Please advise.

[Nya Valdez · Accepted solution]

Found the fix for this issue here: https://community.servicenow.com/community?id=community_question&sys_id=71cdf71f1b0949540ccc85176e4bcb05&view_source=searchResult

Steps to resolve: 

1. Navigate to the System Properties table (type "sys_properties.list" in navigator)
2. Search for and open the "sn_va_teams.view_non_video_msft_task_module" record in the Name column.
3. Set the system property value to "False".

[Kevin Paterson]

Hi I have this property set to false and still i find that links via VA in Teams opened a blank window

The topic that runs this uses a Text Bot response that links to an internal Sharepoint article.

I can get it to work in a Link bot response why doesn't the link option work in a text bot response.

Regards