Sidebar not working as expected after yokohama to zurich upgrade.

NadineInyaK
Tera Contributor

3 weeks ago

Hello SN community,

 

the issue is I can't get the response message form the sender in the sidebar conversation, however if I go to teams I can see the response message.


I'll appreciate your help

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Matthew_13
Mega Sage

3 weeks ago

Hi Buddy,

 

This usually isn’t a delivery issue, since the message is clearly reaching Teams. It’s more likely a sync or context issue between Teams and the ServiceNow sidebar.

In many cases, the sidebar only shows messages that are correctly correlated to the same conversation context. If the reply is sent directly in Teams (for example, in a different thread or context), ServiceNow may not map it back to the sidebar conversation, even though it appears in Teams.

A couple of quick things to try:

  • Refresh the ServiceNow page or close and reopen the sidebar

  • Confirm the reply is sent in the same chat or thread that ServiceNow initiated

  • Check the Teams/ServiceNow integration logs for any inbound message errors

This behavior is also a known limitation in some setups — not all Teams replies are guaranteed to sync back to the ServiceNow sidebar unless they follow the expected conversation flow.

 

@NadineInyaK  - Please mark Solution Accepted and Thumbs Up if you find Helpful 🙂

MJG
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